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

• 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 objectiv

• 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

Person/Role Specification

Technical Skills/Competencies

• Demonstrate customer obsession
• Excellent oral communication skills
• Analytical skills
• Digitally Savvy
• Relating and networking
• Excellent sales techniques
• Good negotiation skills
• Delivering results and exceeding customer expectation
• Planning and Organizing
• Team working

Knowledge, Expertise and Experience

• A working knowledge and understanding of relevant legislation, Absa policies, guidelines and processes 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 Guidelines, End to End Cash Management, etc.
• Working knowledge and understanding of banking cash management procedures.
• A good understanding of the outlet’s performance objectives - growth of sales, risk, rigour, cost control and income contribution.
• An awareness of all Absa Retail products and services.
• A thorough understanding of the sales and operations process
• A working knowledge of the procedure manuals

Preferred:

• Diploma with Minimum 1 year relevant experience or equivalent of 3 years bank related experience

Education