Customer Experience Executive

Empowering Africa’s tomorrow, together…one story at a time.

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

To deliver insurance related operational and administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana, Kenya, Seychelles. Please contact Reward for details.

Job Description

Customer Service & Operational Rigor: Time split 40%

• Dispense and receive physical cash, cheques, travellers’ cheques, drafts and other financial instruments over the counter to walk-in primarily retail banking customers.
• Where required, process foreign currency travellers’ 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 Team Leader Cash or Branch Coordinator for follow-up and decision-making on whether to proceed.
• Refer any transactions more than 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.
• Undertake end to end cashier duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer service at the counter.
• Undertake all end-to-end banking hall duties e.g. mailing, cheque book & statement transactions and processes.
• Identify when & where to refer customers to an appropriate area of delivery for specialist sales help or advice.
• Deliver world class customer service practices and ensure adherence to Absa Service standards.
• Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
• Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
• Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day.
• Open and close tills according to the bank’s procedures, including physically securing the till according to requirement set out (e.g. physically chaining the till).
• Throughout each day advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash.
• Conduct snap checks as assigned by the Branch operations Manager from time to time.
• Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required.
• Perform any other duties as assigned from time to time.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role

Sales and Service: Time split 30 %

• Cross-sell appropriate customer needs related products face to face.
• Participate in the branch sales initiatives by effective lead generation.
• Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards.
• Assist customers in completion of Bank stationary, forms etc…
• Introduce customers to appropriate product/segment specialists.
• Undertake in-branch marketing, special campaigns, promotions etc…
• Deal with handling complaints in the Banking Hall.
• Works to achieve sales and service targets.
• 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 the Team Leader or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer’s request.
• Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
• 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 using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.

Treasury / ATM Business Management: Time split 20 %

• Joint custody of the note reserve.
• Maintain control of outlet cash holdings in line with laid down guidelines.
• Ensure that the physical cash balance for all currencies held in the vault agrees daily with the statement balance.
• Ensure that cash held by tellers in their tills is properly checked and balances with cash accounts.
• Manage the cash repatriation/cash movement processes to and from Central Bank within guidelines set.
• Manage cash availability and stock levels of both local and foreign currency, placing orders where necessary.
• Dispatch soiled notes and surplus cash to Central Bank.
• When performing ATM duties:
• Manage ATMs attached to the outlet and monitor operations reporting any breakdowns to technicians and service providers
• Monitor and ensure that ATM is adequately replenished of cash.
• Balance cash in the ATMs with the ATM/Cash account.
• Manage collections of cards captured in ATMs
• Manage both working stock and bulk stock of controlled stationery.

Business Management: Time split 10 %

• Provide administrative support within the outlet.
• May attend management/section head meetings to discuss outlet performance issues.
• Carry out snap checks as may be allocated by the manager.
• Maintain statistics and monitor progress of target reporting.

Education

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