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. My Career Development Portal : Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility. Job Summary Dispense and receive cash and related instruments and provide customer service to walk-in branch Retail Customers. Job Description Key Accountabilities 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. [wp_code title="Fluid Ad"] 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 XXXX XXXX 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 Wh