Personal & Private Banking Support Intern

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

Sell the bank’s Personal and Private banking products over the telephone, driving acquisition, cross sell, reactivation, usage and retention.
The role holder will be required to meet minimum performance standards across Inactive and dormancy activation, Products services and sales i.e. meeting a minimum number of calls and sales per week based on an appropriate product mix. The role holder will be having a portfolio of customers that are domiciled in different Branches and New To Bank (NTB) as well.
Job Description
Main Accountabilities and approximate time split

Account Opening & Maintenance - 75%

• Deliver exceptional sales performance by identifying and meeting customer needs through selling, upselling & cross selling of all Personal & Private banking products & services to customers via telephone.

• Ensure high product knowledge and ensure that the products are explained to customers to avoid miss-selling.

• Managing Dormancy and Inactive Base

• Following up in onboarding Customer Lifecycle Management process

• Assist to Prepare daily reports whenever required and timely analysis of business performance

• Agree, meet and exceed targets for specific campaigns.

• Ensure correct referral of leads to branch network for fulfilment

• Follow up the referred lead to ensure timely customer contact and closure.

• Receive and record account opening and maintenance application forms from the sourcing team (Relationship Manager)

• Vet all documents against KYC checklist for KYC Compliance.

• Scan application forms onto BSA and Sybrin.

• Assist in monitoring asset product portfolio performance, including disbursements, pipelines across all sales channels and attrition levels.

• Assist in resolving customer queries relating to asset products.

• Monitor customer complaints and turnaround times.

• Support initiatives aimed at improving customer satisfaction and operational efficiency.

• Maintain accurate records of product activities, campaigns, and stakeholder engagements.

• Support the review and documentation of product processes and procedures.

• Assist with preparation of presentations, management reports, and business proposals.

• Engage with internal stakeholders including Operations, Credit, Insurance Partners, Branches, Customer Service, and Sales Teams to support smooth execution of asset and Liabilities product activities.

• Portfolio sharing to teams.

• Company salary reporting to collections.

• TAT/RTS Management.

Customer Retention - 20%

• Introduce Absa Bank products and services to potential customers

• Promotional Emailers & Messages to customers

• Cross sell new products and services to existing customers

• Refer potential sales leads to Relationship Managers and for closure

• Notify and advise new and existing customers about their newly opened accounts and advise them to fund.

• Call, Email and advise customers to re-activate zero balance account and activate never used accounts

• Increase product Ratio

• Reactivation of previously used accounts that are inactive