Enquiry Clerk - Banking & Financial Services

JOB TITLE	Enquiry Clerk
SCOPE AND GENERAL PURPOSE	Serve clients promptly and to promote cross selling at all times
RESPONSIBLE TO	Supervisor: Enquires or Operations Manager
RESPONSIBLE FOR	None
MAIN DUTIES
Client Service: All card enquiries including renewals Give quality service to uphold the Bank image Channel queries to the correct person if it cannot be resolved at Enquiry counter Give basic advise on products and service to clients Helping illiterate and older clients complete slips etc Balance enquiries at counter Handling ATM enquiries Training illiterate clients and others to use ATM’s "Swallowed cards" to be returned to clients Helping clients with debit orders and stop payments Have sufficient stationery in banking hall Promotion displays within banking hall Administration: Bank statements ˇ Obtain copies from CPU on clients request ˇ Make microfiche statements (clients only and not for interest claims) Obtain original bank statements from: ˇ Direct from ARAC ˇ Checking to distribution list ˇ Filing statements ˇ Unclaimed statements – post to client after 14 days ˇ Sign off distribution list ˇ Copy of distribution list to ARAC - original to be filed Cheque books: ˇ Receiving cheque books to "order list" ˇ Check to list and control that no pages are missing ˇ File in numerical order in library ˇ Distribution of cheque books on positive ID of client or third party collecting cheque book ˇ Ordering new cheque books when authorized ˇ Monthly control of cheque books in cabinet ˇ Closed accounts and referrals of specimen signatures

Posting of cheque books:

ˇ To other branches REGISTERD POST ONLY

ˇ To clients

ˇ Photostat copy of signature sent with cheque book to other branch

ˇ Must be recorded in Mail book

ˇ Envelope to be typed and sent with messenger to post

Receiving Mail at Enquiry Counter

ˇ Sign on receipt and channel to correct department

Handling telephone queries

Uncleared effects

ˇ Outgoing CV’s must be referred to loans administration

ˇ Incoming CV’s received, checked and handed to Administration department

ˇ Incorrect CV’s must be corrected and referred to Administration department

Identification of:

ˇ Risk clients with unauthorized transactions

ˇ Suspicious persons or packages in branch

ˇ Client to get monthly statements (recovery of costs)

Accurate completion of all stop payments and stop orders and to capture immediately

Identification of unclaimed balances – hand to Administration department

Completion and handling of all savings and Investment queries

Issuing of Savings book covers etc

Handling of deposits to laid down procedures

Drawing of H/O circulars

Handling of "old records" in branch

Updating of savings books

Administration tasks as given by Dept Head

Checking specimen signatures against cheques

Hand machine rolls to Line Controller on a daily basis

File all deposit and cheque books received on a daily basis

File all correspondence received on a daily basis

Destroy all closed accounts, cheque books

Report ATM closure or client complaints re ATM immediately

Telephone queries to be done promptly or channeled to correct dept

Handling administration of debit orders, ATM cards, stop payments

Identify clients for monthly recovery of costs on Statements (head office)

Handling of change of addresses

Recovery of Costs:

Deposit books – hand out to client and recover cost thereof

Recovery of costs in respect of bank cheques issued

Recovery of costs in respect of R/D cheques