Customer Service Advisor

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary• To deliver exceptional retail business performance through excellent customer servicing, sales origination, lead generation and transactional processing in a branch

• Manage customer experience in line with our customer obsession journey and resolve complaints proactively

• To promote and sell products and services to existing and prospective customers in order to grow market share.

• Demonstrate advanced Product and Digital knowledge

• Perform cashiering duties, resolve inquiries from customers in a Retail Banking branch and perform branch operations duties.

• Promote use of remote and digital channels

Job Description

Sales & Customer Service

Ensure excellent service delivery throughout the customer journey to enhance customer satisfaction and NPS.

Develop and implement sales strategies to deepen product detention within existing customer base, promote cross selling opportunities and increase market share towards overall achievement of Retail performance objectives.

Increase the share of market through consistent acquisition of NTB clients

Ensure that sales meetings and phone calls are held as discussed and agreed by line manager

Manage complaints in accordance with policies with an excellent turnaround time and ensuring proactively and timely solutions provided to customers

Participate in the branch initiatives to achieve Retail objectives

Promote use of remote and digital channels

Undertake end to end cashier duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer experience at the counter

Undertake all end to end branch operations duties e.g., mailing, debit card, cheque book, managers cheques, standing orders, application for opening of account, updates on customer accounts, application for funds transfer & statement transactions and processes

Operational Rigour

Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.

To ensure all Bank Policies in relation to Regulation, Compliance and Legal are fully always adhered to

Comply with all relevant legislations and regulatory guidelines, Absa Policies, processes and procedures e.g., Financial Intelligence and Anti Money Laundering Act, Code of Banking Practice, Fraud prevention and money laundering procedures, KYC Decision Tree, Branch & Cash Operations Guideline, End to End Cash Management, etc;

Team working

Working with the retail branch team to deliver exceptional business performance

Provide cover for other customer service advisors/tellers in branch as well as outside of home branch when required.

Work collaboratively with colleagues for the smooth running of the business

Depending on business contingencies, you may be called upon to perform other duties assigned to you by management.

Self

Agree performance development objectives with line manager

Pursue self development to increase personal effectiveness acknowledging strengths and areas for development.

Demonstrate a can – do attitude

Participate actively in Retail activities

Mandatory Risk and Control objective

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

R-15974651