Bring your possibility to life! Define your career with us
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.
Job Summary
To deliver customer support services to enhance customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Attend to inquiries from walk-in customers in the branch, issue all account items and provide excellent customer service.
Job Description
Customer Service: Respond efficiently, accurately and courteously to all customer service matters, complaints, requests | Support the development and maintenance of processes in Customer Services Centre: Adhere to all processes in the CMP Customer Services centre and identify opportunities to improve Client Servicing processes | Monitor and control risk associated with the Customer: Ensure that all activities performed in providing Customer Services comply in all respects with Absa’s risk and compliance policies and procedures as well as legal and regulatory requirements | Stakeholder Management: Establish and maintain good professional relationships with relevant stakeholders so as to remain abreast of their needs and issues and respond rapidly and effectively | Self-development: Owning and being proactive about own training and development
Key Accountabilities Ouput
Physical Account Items
- Verify the customer’s identity according to procedures prior to proceeding with any inquiry. Where customers are unable to produce acceptable identity documentation, refer the issue to the Branch Ops or Branch Manager to take a decision on whether to proceed with the customer’s request.
- Issue statements and balances to customers using the bank’s frontline systems.
- Update account demographics such as address changes, name changes etc.
- Update standing order instructions based on information supplied by customers.
- File schedules and all customer instructions.
- Help customer’s complete Debit card application or replacement forms. On completion, forward to a customer advisor for issuance.
- Issue cheque books and all other account items to customers following the bank’s procedures.
Customer Service
- Log all queries (including verbal, written, telephone, e-mail etc) on the bank’s query logging system.
- When directly receiving customer enquiries, attempt to resolve the enquiry at the first point of contact by using the bank’s systems. Only escalate to the Branch Ops or Retail Support when all other efforts have been exhausted to resolve the customer’s request.
- When unable to respond to customer queries at the first point of contact, ensure that the customer is called back with a result as soon as the query is resolved and log the results on BOC
- Where appropriate, refer queries to the Customer service for resolution.
- Follow-up with operations for customer statements and other instructions.
- Explain the banks procedures, security requirements (such as the requirement to provide sufficient ID when transacting) as well as services to customers.
- When receiving complaints from customers, log as much detail as available of the complaint on BOC. Where simple to resolve, respond directly to the customer or alternatively pass the complaint details to the Customer Experience Executive for formal resolution.
Sales Leads
- Identify sales leads by talking to customers by talking to customers to understand their requirements. Refer any potential leads to the Persona bankers in the branch.
- Support Personal bankers bay calling and following on leads referred by CLM on optimus
Operational Rigour / Risk and Control
- Reconcile all physical stock including ATM Cards, cheque books, credit cards etc. In line with bank’s operating procedures on a daily basis.
- Conduct monthly peer group snapchecks for other inquires advisors and cashiers according to the procedure and schedule assigned by the Branch Coordinator/Team Leader or Branch Manager.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)
