• Generates leads, builds new and maintains existing customer relationships for walk-in customers.
• Asseses client service requirements and resolves accordingly
• Migrates customers to digital platforms.
• Attends to customer queries within set timelines and escalates those that cannot be resolved to relevant departments.
• Logs all queries, complaints and Queries on Salesforce.
• Follow up on pending queries logged for resolution and closure
• Resolves customer account amendment requests (e.g. contact and address as well as identification information, and account query resolution) as per defined procedures.
• Receives and verifies account amendment requests and uploads on CIMs for action by AMU (account changes, reactivation, freeze/unfreeze and lien marking).
• Processes cash and cheque deposits from customers and ATMs in line with set procedures.
• Receives verifies and processes customer funds transfers (i.e. IAT, EFT, RTGS, TT, counter cheque leaves and demand drafts/bank drafts) as per set procedure.
• Receives and processes customer payment instructions as per laid down procedure (Upload payments instructions OTTs, RTGS, EFTs on CIMs).
• Processes the end to end bank draft processes as per laid down process. Issuance, cancellation and handling of stale drafts.
• Pays out cash to customers in line with set procedures.
• Handles foreign exchange transactions for both walk in and existing customers and reports all transactions above set amounts.
• Carries out biller payments and cash transfers as per set procedures.
• Performs change transactions.
• Provides account balances, certificates of balances and customer statements in accordance with set procedures.
• Advises customers of price changes on the services and products provided by the bank.
• Captures accurate narratives for all transactions processed.
• Processes standing orders according to laid down procedures.
• Issues Debit cards, Credit Cards, pre-paid cards and Personal Identification Number (PIN) codes as per set procedure.
• Receives and processes customer requests for cheque books and debit cards, prepaid cards and credit cards cards including changing of ATM limits as per laid down procedure.
• Receives and processes limit amendments for digital solutions as per laid down procedure.
• Handles customer requests for digital registration and PIN resets as per laid down procedure.
• Hands over unpaid cheques to customers as per set procedure.
• Receives and processes stop payments instructions as per laid down procedures.
• Amends limits on debit cards as requested by customers and in accordance with laid down procedures.
• Informs customers to collect pending blank forms (e.g. Cheque books, unpaid cheques, debit and credit cards, prepaid cards).

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Risk, Regulatory, Prudential and Compliance

• Creates, updates/amends and migrates customer profiles on the appropriate bank digital channels as per laid down procedures

• Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimise risk).
• Adheres to all laid-down policies and procedures regarding the handling, locking away and security of cash.
• Conducts daily balancing of blank forms i.e. cheque books, debit and credit cards, counter cheque leaves, demand drafts/bank cheques according to laid down procedures.
• Safeguards blank forms by keeping them under key and lock, keep own cash holdings within prescribed limits.
• Minimises risks associated with handling of statements, account balances and confidential customer information.
• Adheres to dual control requirements for managing blank forms.
• Handles card queries in accordance with laid down procedures.
• Hands over the day’s report and vouchers to a fellow Universal Banker for calling and file them away.
• Applies the correct pricing when recovering commissions.
• Handles hot carding of debit cards according to laid down procedures
• Refer exceptional transactions to the line manager for safe custody i.e. RTGS received after cut-off time.
• Reports all suspicious transactions in accordance with laid down procedure.
• Refers all cash transactions above prescribed limit for verification and/or approval.
• Conducts till balances for all currencies daily as per laid down procedures
• Adheres to cash holdings within prescribed limits
• Adheres to all laid down policies and procedures regarding security of Bank assets i.e. user password security, security cards, keys, own till, stamps, vouchers, and all other Teller working tools.
• Files all Teller reports on a daily basis.
• Performs all Inter-Teller cash transfers as per laid down procedures
• Attends to audit and risk findings.
• Holds front door keys as assigned from time to time.
• Perform ATM custodianship as may be assigned from time to time.
• Attends to Courier management as per laid down procedure.
• Performs Duty of Care for all payment instructions as per laid down procedure and check list.