This role at FNB offers an opportunity to be at the forefront of client engagement within the Custody services division. You will be instrumental in ensuring that clients receive exceptional support and guidance throughout their entire journey with the bank, from the initial setup of their accounts right through to closure. A key aspect of this position involves maintaining consistent and open communication channels with clients, fostering strong relationships that not only retain their business but also elevate their overall experience with FNB's custody offerings.

About the Role

The core purpose of this position is to deliver a high calibre of service and requisite support to custody clients. This encompasses a comprehensive understanding of the full value chain of custody services. You will act as a primary point of contact, addressing client needs and proactively managing their expectations. Your efforts will directly contribute to the bank's reputation for service excellence in the custody sector.

Your responsibilities will be varied and client-centric, demanding meticulous attention to detail and strong problem-solving skills. Key duties include:

• **Issue Resolution:** Investigating and resolving client issues related to their custody accounts and corporate events. This includes managing queries around dividends, income distributions, and both mandatory and voluntary corporate actions. You will be expected to respond to client inquiries promptly and accurately, utilising the bank's designated query management tools.
• **Account Administration:** Participating actively in the coordination, monitoring, record-keeping, and reconciliation processes associated with account opening, amendments, and closures. This requires a thorough understanding of operational procedures and a commitment to maintaining accurate client records.
• **Transaction Support:** Responding to client queries concerning custody and settlement activities, as well as cash management. This involves investigating issues such as unconfirmed or mismatched trades, failed trades, and debit/credit entry discrepancies, alongside managing corporate event-related queries.
• **Reporting and Documentation:** Disseminating essential supporting reports to direct clients as per agreed-upon service level agreements. You will also be responsible for the safekeeping of client documentation crucial for the ongoing administration of their accounts.
• **Client Engagement:** Contributing to client visits and service reviews, which may involve preparing supporting documentation for your line manager. This aspect of the role highlights the importance of building and maintaining strong client relationships.
• **Risk Management:** Adhering strictly to established processes and controls to identify and mitigate operational and reputational risks. Timely escalation of any control or risk-related issues is paramount.
• **Compliance:** Demonstrating a strong understanding and leadership in regulatory and compliance matters pertinent to custody services.
• **Relationship Management:** Cultivating and nurturing collaborative relationships across different teams and specialisations within the bank to ensure seamless service delivery.
• **Performance Monitoring:** Providing regular reports on service delivery performance against agreed-upon service level agreements and overall customer targets.

What They're Looking For

To be successful in this role, candidates will need a combination of experience, qualifications, and essential personal attributes.

• **Educational Background:** A minimum of Grade 12 is required. While not essential, a tertiary qualification would be advantageous.
• **Experience:** A minimum of 3 to 5 years of experience in a client services environment is necessary. Previous experience within a securities or custody environment would be highly beneficial.
• **Skills:** Strong investigative and problem-solving abilities are crucial for effectively addressing client queries and operational issues. Excellent communication and interpersonal skills are vital for client engagement and internal collaboration. A meticulous approach to record-keeping and documentation is expected. An understanding of risk management principles and a commitment to compliance are also key requirements.

In South Africa, roles like this within banking client services typically offer competitive salaries, often ranging from R25,000 to R45,000 per month depending on experience and the specific level of responsibility. Major financial institutions like FNB, as well as other large banks and investment firms, are common employers for custody client service professionals. Career progression can lead to roles in team leadership, client relationship management, or specialised operational areas within the financial services industry.

Qualifications and Experience:

• Minimum Grade 12; Tertiary qualification advantageous
• Minimum 3-5 years’ experience within Client Services;
• Experience in a Securities environment advantageous

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.