Caring for the customers

Shona Ngava“I listen to client’s queries and act accordingly”. Those are the words of Maria Matias, Standard Bank’s Customer Service Consultant. She interacts with customers and provides information with regards to products and services offered by the bank. She normally has to handle and resolve customer complaints at the bank as well. “When a client loses their ATM card, I check the client’s statement for the last transaction made on the account and confirm whether client had initiated that transaction. Furthermore, I have to deactivate the lost card and issue client with a new card,” explained Matias about her duties.She highlights that if one has to survive in her career, efficiency and time management are very important skills to grow and excel oneself. “Listening skills are also equally important coupled with the values of patience, teamwork, respect and honesty,”Matias who grew up in Walvis Bay says she got into the banking industry because of her love for accounting because she could work in a variety of departments at her place of employment and still get a lot of work done. Although she enjoys doing her, Matias did point out that things can get very difficult when she has to handle client enquiries on a busy day such as a pay day can be very overwhelming for her. “Managing a client’s queries on a pay day can be very difficult but I strive on helping our clients and making them happy and that is why I work hard to ensure that the walk away happy even when we are having a busy day,” she says.She appreciates the fact that she can give back to the elderly through her job by helping them whenever the opportunity arises. “We work and engage with a lot of people in the banking industry but the most fullfiling thing about my job is assisting mostly pensioners and that is one of the main things I enjoy about my job,” says Matias.She works eight hours a day and says qualifications are needed in the banking field to be more competitive and relatively employable. “You need a Matric Certificate, with at least 25 points in your five subjects but most importantly in subjects including Maths and Accounting. A degree or diploma in Accounting is also an added advantage and gives you a competitive edge over others,” she says.The Customer Care Consultant says she hardly has bad days at work because of the support she gets from her colleagues since “teamwork makes work easier”.

Caring for the customers

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Republikein 2025-05-02

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Caring for the customers

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Republikein 2025-05-02

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