• Treasury Service Specialist
  • Mercantile Bank Ltd • Sandton
  • Market Related
    Benefits: Medical Aid, Pension
  • EE Position
  • Permanent position in the Accounting, Banking, Finance sector
  • Posted by Mercantile Bank Ltd on Wednesday, August 14, 2019 Reference 1592951
  • Apply before: Saturday, August 31, 2019 - 8 Days left

PURPOSE OF THE JOB

To provide Payment related support to internal and external clients and stakeholders by investigating and resolving payment queries and complaints thereby creating a highly efficient, effective and unique customer experience within the banking industry.

KEY DELIVERABLES/OUTPUTS

 Be the first point of contact (telephone, e-mail or face to face) for internal and external customers with Payment related queries and complaints

 Manage and take ownership of queries from start to finish, providing a resolution to the customer directly

 Provide internal and external customers with timeous and comprehensive feedback by acknowledging receipt of e-mails/queries within 30 minutes and resolving issues within 24 hours of receipt

 Deliver on identified client needs and requirements whilst building and maintaining relationships

 Identify root cause of delays and/or errors ensuring expedition of payments including the provision of payment confirmations

 Attend to adhoc requests to expedite Payments with finalization within 1 hour of request

 Perform security checks and verification (information on BaNCS/Share Drive) when attending to adhoc requests and/or queries (including verifying client relationships [MBL vs Intermediary vice versa])

 Resolve queries efficiently by performing thorough investigations, making use of respective applications (OnBase, Bancs Core, BaNC Treasury, SWIFT, etc

 Administer effective control and escalation of complaints/queries

 Identify trends in complaints and breakdowns in service

 Identify training opportunities and provide guidance and support to the team, where applicable

 Maintain a record of delayed and/or missed payments together with the respective area in which the delay/error occurred

 Identify bottle necks and suggest methods to improve Customer Service and Turn Around Times

 Take accountability of queries and/or complaints from start to finish – investigate and resolve, escalate to Manager where the query remains unresolved

 Make key business decisions by application of 80/20 principle (80% decision, 20% referral)

 Investigate non receipt of funds claims by making contact with Correspondent and/or Foreign Banks via SWIFT (e-mail/telephone where necessary)

 Attend to Foreign and/or Correspondent Bank queries received via SWIFT and follow up with clients/intermediaries where required

 Send/Request amendments for Outward and Inward Payments respectively

 Ensure Exchange Control compliance in Foreign Exchange payments in line with Exchange Control regulations

 Escalate transactions not permissible in terms of Exchange Control to Exchange Control

 Ensure all transactions comply with Global Sanctions Screening Policies and Money Laundering requirements

 Log events related to fraud and losses or near misses onto the event logger.

 Action and Completion of incoming SWIFT queries (MT199, MT999 and MT196, MT195, etc.)

 Managing of messages on SWIFT modification queue/verification queue

 Keep abreast of all changes and enhancements within the SWIFT, Payment and Excon environment

 Follow-ups on outstanding deal settlements

 Maintain authenticated list of client contact details (E-mail addresses, telephone numbers, contact person/s, etc)

 Attend monthly meetings with internal and external stakeholders

Additional Requirements:

 Perform any other duties as may be required by the Manager: Payments or Head: Customer Processing from time to time.

 Passing of Cash Flows from/to customers accounts with follow-ups on insufficient funds.

 Verification and release payments and settlements per client instructions on Payments Platform.

 The position or job function requires honesty in the handling of cash or finances due to the nature of the business of a Bank.

 Manage Swift rejections – Swift

QUALIFICATION/EXPERIENCE.

Qualifications

 An appropriate qualification at NQF 6 level or equivalent tertiary qualification

Experience

3 - 4 years Foreign Exchange experience

 3 - 4 years exposure to Exchange Control Rulings

 5 years experience in a banking environment

Required Skills
attention to detail : 3 to 4 years
planning and organising skills : 3 to 4 years
Superior Customer Service Delivery : 3 to 4 years
Computer literacy: MS Office Suite – Intermediate BaNCS Core BaNCS Treasury Landobyte OnBase SWIFT : 3 to 4 years

Companies may expire jobs at their own discretion.
If you have not received a response within two weeks, your application was most likely unsuccessful.

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