The Ugandan Jobline

Job Title:     Customer Service Advisor (Several
No Experience Customer Service Jobs)

Organization: Absa Group Limited (formerly
Barclays Bank UK)

Duty Station: Acacia Mall Branch, Kampala,
Uganda

About US:

Absa Group Limited (formerly Barclays Bank UK) is a
diversified standalone African financial services group, delivering an
integrated set of products and services across personal and business banking,
corporate and investment banking, wealth, investment management and insurance.
Absa Group Limited is listed on the JSE and is one of Africa’s largest
diversified financial services groups with a presence in 12 countries across
the continent and around 41 000 employees.

We own majority stakes in banks in Botswana, Ghana, Kenya,
Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (Barclays Bank in
Tanzania and National Bank of Commerce), Uganda and Zambia. We also have
representative offices in Namibia and Nigeria, as well as insurance operations
in Botswana, Kenya, Mozambique, South Africa, Tanzania and Zambia.

Job Summary:  The Customer Service Advisor will provide
support to the ABSA Bank Acacia Mall Branch.

Key Duties and Responsibilities:  

·       
Execute cash & related transactions:
Throughout each day, balance, control and manage the cash float by checking the
amount of cash at the teller station and requesting the restocking or
repatriation of cash when prescribed cash limits are reached

·       
Dispense and receive physical cash, cheques,
travellers cheques, drafts and other financial instruments over the counter to
walk in customers

·       
Process and encash cheques presented by
customers for deposit or pay-out after checking identification, account details
and other prescribed controls. Be vigilant for fraudulent or suspicious
activities and report all concerns to the team leader or branch manager before
processing the transaction or dispensing the cash

·       
Adherence to policies especially when handling
with cheques, notes, ID’s, etc, under the

·       
2

·       
ID Buddy to prevent fraud.

·       
Refer any transactions in excess of teller
mandate limits to a mandated official and / or line manager for authorisation

·       
Capture all transactions on the Bank system and
ensure that all transactions are properly authorised before finalising the
processing

·       
Carefully count all cash received or dispensed
to ensure that errors are avoided by making use of the applicable cash counting
equipment in your branch

·       
Reconcile own cash at the beginning and end of
each day as well as when cash is restocked during the day. Prepare
reconciliation reports for audit and management review purposes Ensure that
journals are processed to recover charges for manual transactions processed for
customers

·       
Ensure adherence to the SARB minimum
requirements | Customer Service: Provide advice to customers on the cash and
other transactions processes to ensure the smooth flow of transactions

·       
Exhaust all attempts to resolve customer enquiries
before escalating to other departments or the line manager

·       
Provide Regular feedback to customers on the
progress of their enquiries

·       
Explain the Bank’s procedures, security
requirements (such as ID requirements when transacting) as well as service
offerings available to customers

·       
Rep0rt customer complaints on the Bank’s
Customer Care process (CCP) to facilitate feedback to improve service to
customers

·       
Guide customers on how to correctly complete
transaction documentation such as deposits, withdrawals, cheque requisition
slips to ensure accuracy and completeness of these documents

·       
Ensure accuracy and efficiency when engaging
with the customer. Ensure friendly, focussed customer interaction at all times

·       
Portray a professional image and ensure that
personal appearance conforms to Absa Corporate Image standards

·       
Ensure adherence to the Corporate Wear policy

·       
Maintain a neat and tidy workstation at all
times

·       
Pro-actively arrange your workspace to ensure
sufficient stationary is in place prior to the branch opening.

·       
Regularly read the pricing documents relating to
Teller transactions to assist clients with better solutions for their
transactions and also benefit at the end of the day

·       
Adhere to the policy and procedure on the
issuing of pins and statements in order to solution the customer at point of
contact.

·       
Ensure migration of clients with CW transactions
less than R4000 and CD of less than R8000 to Digital & Self-help channels
and provide the necessary assistance.

·       
Maintain speed and agility at all times when
assisting clients in order to minimise shortages and surpluses.

·       
Market products by giving out booklets or
pamphlets to customers drawing large amounts of money and educate them of
alternative ways on transacting.

·       
Educate customers on the use of the Internet
Kiosk. | Identifying sales leads: Identify and action sales leads (teller
prompts) and cross selling opportunities

·       
Explain the campaign details, during sales
campaigns in brief and direct to clients to Sales Consultants for further
information Effectively use of sales tools (e.g. teller prompts) in order to
ensure the provision of leads to contribute to Branch Sales

·       
Take responsibility of own sales targets and
assist daily by providing client solutioning according to their product needs

·       
Capture all other leads on SMD once agreed by
client

·       
Follow up all leads with Sales Consultants on
SMD to make sure clients are contacted | Compliance and Risk Management: Open
& close the branch safe according to the Bank’s procedures, including
physically securing the safe according to required procedures

·       
Conduct cash counts and visual checks as
assigned by the line manager from time to time

·       
Ensure that all transaction records are kept and
/ or mailed in accordance with Bank procedures

·       
Keep transactions records available for control
purposes

·       
Before processing transactions, verify that all
information is accurate and complete in accordance with the Bank’s procedure.
Refer any concerns to the line manager for follow up and decision making on
whether to proceed

·       
Follow cash management procedures and limits as
prescribed

·       
Familiarise with content of all communication,
i.e. circulars, bulletins, risk day agenda’s and alerts, etc.

·       
Adhere to prescribed control measures to prevent
fraud, losses and shortages

·       
Report suspicious transactions as per Money
Laundering control frameworks

·       
Complete and maintain applicable registers
(Teller and Key registers)

·       
Adhere to safety and security procedures and
follow prescribed instructions in event of robbery

·       
Cubicles, teller drawers and workstations to be
kept locked when leaving workstation

·       
Follow off-line procedures and comply with all
regulatory and compliance requirements

·       
Manage security items i.e. Cash, Teller stamps,
Safe keys, combinations and FBSS cards in line with policies and procedures

·       
Up skill your knowledge regularly with policies
and procedures regarding your daily teller duties, cheques, Fraud, Foreign
Exchange, this will help you also to prevent fraud

·       
Ensure up-skilling on fault reporting and
testing processes & procedures of Equipment used at teller environment i.e.
note & coin counters, TCR Machines, etc. Adhere to end of day procedures
(ABSA 3368)

·       
Adhere to Branch Paper mandate when processing
and / or authorising transactions, ensure processing within correct limits
& mandates

Qualifications, Skills and Experience: 

·       
The ideal applicant for the Absa Group Limited Customer
Service Advisor should hold relevant qualifications

·       
Banking Knowledge (Meets some of the
requirements and would need further development), Business Improvement
Orientation (Meets all of the requirements)

·       
Customer Excellence – Service Delivery (Meets
all of the requirements)

·       
Enabling team success (Meets all of the
requirements)

·       
Experience in a similar environment

·       
Further Education and Training Certificate
(FETC) – Business, Commerce and Management Studies

·       
Openness to change (Meets some of the
requirements and would need further development)

How to Apply:

All suitably qualified and interested candidates who wish to
join ABSA Group in the aforementioned capacity should apply online at the link
below.

Click
Here

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