Universal Banker Local Market Initiatives

This Universal Banker role with Liberty, situated in the Western Cape, South Africa, is an excellent opportunity for an experienced financial services professional to contribute significantly to a local market's banking operations. The position focuses on delivering exceptional sales, service, and client experience, while also ensuring operational objectives are met within a dynamic branch environment. A key aspect of this role involves actively engaging with a diverse client base, including Personal, Prestige, and Private Banking customers, to understand and address their unique banking needs effectively.

About the Role

The Universal Banker will be a central figure in managing client relationships and driving business growth. A primary responsibility is to proactively engage with clients through various channels, including face-to-face interactions in the branch and digital platforms. The aim is to resolve client queries efficiently, often in a "one-and-done" fashion, fostering client satisfaction and loyalty. This role extends beyond day-to-day transactional duties, requiring a strategic approach to identifying and capitalising on opportunities for cross-selling and up-selling relevant banking products and services. Furthermore, the Universal Banker will play a crucial part in promoting the use of digital and non-branch channels, aligning with the organisation's broader strategic goals.

Collaboration is a cornerstone of this position. The Universal Banker will work closely with the Universal Banking Team Leader to support the execution of local market initiatives. This involves actively identifying potential client growth avenues, supporting sales activities, and making a tangible contribution to achieving both branch and local market objectives. The role may necessitate occasional travel within the local market to facilitate client engagement, support branch initiatives, and ensure effective business execution, making a valid driver's licence a beneficial asset.

Key responsibilities within this role are multifaceted, encompassing client interaction, sales support, and operational adherence:

• **Client Engagement and Service:**
• Interact with clients across branch and digital channels to understand their financial needs.
• Resolve banking queries and provide consistent, high-quality client experiences in line with established procedures.
• Facilitate the opening and maintenance of client accounts.
• **Sales and Business Development:**
• Support the Universal Banking Team Leader in executing local market strategies.
• Identify opportunities for client growth and actively promote appropriate banking solutions, products, and services.
• Recognise and pursue cross-selling and up-selling opportunities through meaningful client conversations.
• Encourage and guide clients towards utilising digital and self-service banking channels.
• **Risk, Compliance, and Operations:**
• Adhere rigorously to all risk, compliance, and regulatory requirements in client interactions. This includes strict observance of Know Your Customer (KYC), Protection of Personal Information (POPI) Act, and Financial Advisory and Intermediary Services (FAIS) disclosure regulations.
• Ensure accurate completion of account opening, mandate management, and application submissions.
• Analyse client information and account conduct to make informed recommendations, resolve issues within authorised scope, and escalate complex matters appropriately.
• **Team Collaboration and Culture:**
• Contribute positively to a high-performing branch team culture.
• Follow agreed-upon work processes and support team learning initiatives.
• Share insights and assist colleagues to ensure collective success.

What They're Looking For

To excel in this Universal Banker position, candidates should possess a solid foundation in the financial services sector. A minimum of three to four years of relevant experience is essential, gained in environments such as branch banking, frontline client service, sales, or a contact centre. Essential to this role is a strong understanding of banking products, account management processes, application procedures, client onboarding protocols, and the organisation's established banking procedures.

Candidates must demonstrate proven experience in engaging clients to identify their financial needs and subsequently recommending suitable banking, lending, insurance, digital, or broader financial solutions. A sound working knowledge of South African risk management, compliance frameworks, and regulatory requirements, including FAIS, KYC, and POPI, is critical. The ability to thrive in a target-driven environment, manage client demand effectively, and contribute to achieving sales, service, and operational goals is also a key requirement.

Academically, candidates should hold an NQF Level 5 qualification that is FAIS-aligned, with a field of study linked to Commerce, Banking, Finance, Financial Planning, Business Management, or a related discipline. Crucially, the individual must meet FAIS Fit and Proper requirements, holding Representative status or being able to operate under supervision where applicable.

In the South African context, a Universal Banker role typically involves a blend of customer service and sales responsibilities. Salaries can vary based on the specific bank, the seniority of the role and the candidate's experience, but generally fall within a competitive range for banking professionals. Career progression often leads to roles with greater client portfolio management, leadership opportunities within branches, or specialisation in areas like wealth management or business banking. Major banking groups across South Africa are consistent employers for such positions.

• NQF Level 5 FAIS-aligned qualification in a field linked to the role, such as Commerce, Banking, Finance, Financial Planning, Business Management or a related discipline.
• Must meet FAIS Fit and Proper requirements.
• FAIS Representative status is required, or the ability to operate under supervision where applicable.
• A valid driver’s licence is advantageous where Local Market travel is required.

Minimum Experience:

• 3 to 4 years’ experience in branch banking, frontline banking, client service, sales or a contact centre environment.
• Good understanding of banking products, account processes, application submissions, client onboarding and laid-down banking procedures.
• Experience engaging clients to understand their financial needs and identify appropriate banking, lending, insurance, digital or broader financial solutions.
• Sound working knowledge of risk, compliance and regulatory requirements, including FAIS, Know Your Customer and Protection of Personal Information requirements.
• Ability to work in a target-driven environment, manage client demand effectively and support team delivery against sales, service and operational objectives.

Behavioural Competencies:

• Adopting Practical Approaches and Following Procedures
• Articulating Information and Convincing People
• Challenging Ideas and Exploring Possibilities
• Generating Ideas and Providing Insights
• Making Decisions and Producing Output
• Showing Composure and Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding ( Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)