JOB DETAILS:

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 ensure that customer service standards are maintained within the banking hall.

QUEUE MANAGEMENT 60%Outputs:

• By walking the queue ensure customers are directed to the correct counters for assistance.
• Resolve enquiries by identifying quick-kill queries and resolving directly with the customer.
• Observe manning of cashiers/inquiries counters and provide feedback to branch manager or team leader when counters are not adequately staffed throughout the day.

CUSTOMER SERVICE 25%
Outputs:
• Complete the customer service dashboard on a weekly basis and provide feedback to the Branch Manager/Team Leader.
• Monitor the customer feedback system where it is available, ensuring that any broken equipment is reported to the branch manager.
• Communicate the use of the customer feedback system by talking to customers and having informal communication with Cashiers and Inquiries Advisors.
• Obtain feedback from customers on their perception of service by completing service questionnaires. Collate results and provide to the Branch Manager or Team Leader as well as the Service Manager at Head Office in-country.
• Act as service champion in the branch by communicating and coaching service initiatives to branch staff and showing branch staff an example through personal actions.
• Identify customers who want to close their accounts from those in the queue. Interview such customers to determine the reason for the closure and direct them as appropriate – customers complaining about service or tariffs are referred the Branch Manager or Team Leader service, customers who have the incorrect products are referred to the Customer Advisors. Complete the account closure forms for customers who insist on closure – hand documentation to Retail Support for processing.
• Log and create written responses to customer complaints and obtain sign-off from the Branch Manager or Team Leader before despatching responses.

SALES LEADS 5% Outputs:
• Act as a spokesperson for the branch explaining sales campaigns to customers.
• Identify sales leads by talking to customers to understand their requirements. Direct them to Customer Advisors in the branch where a potential sales opportunity is identified.

MERCHANDISING AND BRANCH APPEARANCE 5% Outputs:
• Ensure that the branch and on-site ATM’s are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working (due to stock/cash shortages) advise the ATM Custodian immediately.
• Observe physical appearance of frontline staff, coach them where there are deviations from the minimum standards and escalate any continuous non-compliance to the Branch Manager or Team Leader.
• Arrange logistics for dedicated customer focus days within the branch and feedback the results of the focus days to the branch manager and focus day participants.
• Ensure that product pamphlets, campaign merchandising and branch stationary (such as deposit slips and pens) are adequately stocked and in good working order.

OPERATIONAL SUPPORT 5%Out puts:
• From time to time authorise transactions above cashier limits during peak times or in the absence of other authorisers.
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.

Risk and Control
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.

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

JOB DETAILS:
CASH AND RELATED TRANSACTIONS
65%
Outputs:
Dispense and receive physical cash, cheques, drafts and other financial instruments over the counter to walk-in customers.
Where required, process foreign and local currency cheques, either by issuing or cashing such cheques.
Before processing each transaction, verify that all the required information for the transaction is accurate and complete in accordance with the banks procedures (for example when cashing a cheque,
Verify the date, bank name, customer’s ID and validity of the cheque, check amount number and amount in words agree, that customer has sufficient funds etc.). Refer any concerns to the Branch Manager or Branch Ops for follow-up and decision-making on whether to proceed.
Refer any transactions in excess of teller limits to the next level for authorisation.
Capture all transactions on the bank’s system and ensure that all transactions are properly authorised before processing.
Carefully count all cash received or dispensed to ensure that errors are avoided. Absa has a zero tolerance policy for teller errors and appropriate action will be taken, which may include formal disciplinary procedures.
Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.

CUSTOMER SERVICE 20%

Outputs:
Provide advice to customers on the cash process to ensure the smooth flow of transactions.
When directly receiving customer enquiries, attempt to resolve the enquiry at the first instance by using the bank’s systems. Only escalate to Branch Manager or Branch Ops, or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer’s request.
Explain the banks procedures, security requirements (such as the requirement to provide sufficient ID when transacting) as well as services to customers.
Inform customers of the value of providing feedback, including explaining to customers how the bank uses their feedback to improve service.

SALES LEADS
5%

Outputs:
Identify sales leads through reviewing income levels on customer statements, questioning customers when they mention specific needs, and referring any new leads to Personal bankers
• When specific sales campaigns are running in the branch, explain the campaign details in brief to customers, and direct them to the Personal bankers for further information.
• Support the Personal bankers to call and follow up on leads referred to the branch on optimus


RIGOUR 5%

Outputs:
Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day.
Open and close tills together with a second controller (usually the Cash Custodian or Branch Coordinator), including physically securing the till according to requirement set out (e.g. physically chaining the till).
Throughout each day advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash.
Conduct snap checks as assigned by the Branch Coordinator from time to time.
Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required.

Perform any other duties as assigned from time to time.

Contribution to the team 5%
Share knowledge and experience with Customer service Advisors in the team.
Provider cover for other Customer service advisors in case of excessive workload or absence.
Deputise for the Branch Manager or Branch Operations manager when required.
Participate in team building events held by the branch.
Nominate colleagues who have performed in the team or retail.
Ensure all assigned training are done on time
Manage leave programme in liaison with Branch Manager and ensure all types of leave are updated on workday
Pursue continued improvement in personal development by participating in development programmes and training.

Risk and Control
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.

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