Customer Service Advisor

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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

Dispense and receive cash and related instruments and provide customer service to walk-in branch Retailustomers.

Job Description

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 bank’s 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 authorization.

• Capture all transactions on the bank’s system and ensure that all transactions are properly authorized 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: