Job Summary 

Customer Service Assistant as a Front Office function, the holder must attend to the clients who visit the agency, answering and satisfying their requests, giving suitable financial solutions in a proactive, ethical, responsible and effective manner. Using the working tools placed at his/her disposal, he/she must equally and actively promote Absa’s interests in the business, selling products and services in accordance with the targets agreed on in his/her business unit and on an individual basis. You must also carry out your operational tasks with zeal and responsibility under the leadership of the Branch Manager and Assistant Manager.

Job Description
Work with the different managers and group supervisors and branch staff to achieve excellence in customer service, by carrying out activities in and out of the branch and managing customers efficiently and effectively
Receive cash from customers in the compartments of boxes attending deposit and withdrawal
Making checks deposit and clearing them
Introduce customers to digital channels
Working in the condition of multi-functional employee receiving processes of opening accounts, promotion of products and service of ABSA
Discussing and agreeing performance plans and evaluations with the agency management
Participate in various on-site and online (LMS) training courses
Participate and program lectures in the entities to present the bank’s services
Elaborate daily, weekly and monthly sales plans that help achieve the minimum targets required of ASC
Ensure their punctuality and assiduity on tasks
Together with colleagues from the branch and the local community, identify and get involved in appropriate social investment initiatives
Notify management of situations of misbehaviour or inability to perform the duties of other employees in the unit.
Safeguard ABSA’s principles and values
Incorporate the Risk awareness culture
Conduct/ensure fraud detection and prevention and maintain loss levels in line with risk appetite
Ensure effective KYC in opening and remediation of accounts
Careful management of customer complaints, Court Offices
Learn credit management processes and be in a position to replace a Private Manager in their Absence.

Expected results:
Responsible for the claims/complaints resolution process
Deal directly with the client when requested to do so.
Be in charge of the root cause analysis of customer satisfaction surveys results which are made available on a quarterly basis and create action plans.
Identify the causes of complaints and forward to management
Review the monthly analysis of complaints and grievances that are provided by customers and contribute ideas for action plans to avoid recurrence of problems, in accordance with the complaints management policy
Through effective bank management, ensure that customers are directed to the most appropriate service area to meet their needs, e.g. cashier, deposit box, automated teller machines (ATMs),.
Regularly interact with internal service providers (e.g. Operations, KYC Helpdesk) to ensure fast and efficient customer service without waiting for the Manager.
Interview all customers who wish to close their accounts due to poor service or high fees/commissions in order to identify the cause and try to retain the customer
Proactively lead the implementation of service delivery initiatives in the agency, including implementation of morning training, evaluation of service level survey results (e.g. touchpads) in order to plan specific actions for service improvement

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)