Customer Service Assistant

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Job Summary

Provide support to RMs/CMAs in servicing a portfolio of Business Banking customers and connected Personal customers.
Act as a point of contact for customers dealing with a range of requests including any calls in Managers’ absence and any overflow of work.
Assist RMs/CMAs with product knowledge, sales research, and customer relationship development, research into solutions to meet customer’s needs using market and industry information and risk management for the portfolio.
To ensure compliance and adherence to Absa Group Policies such as: Financial crime and Anti-money laundering, politically exposed persons, financial sanctions and prohibitions, reputational risk policy, Absa sanctions policy, Absa correspondent banking policy and any other appropriate policies.

Job Description

Sales and Service

• Help with customer’s enquiries regarding the Bank’s standard tariff, deposit interest, exchange rate information and transactional queries.

• Deal with simple customers account and audit queries especially from structured trade finance perspective.

• Deal with simple customer complaints to rectify causes to avoid recurrence of similar queries/complaints and ensure that process improvement is thereafter addressed for streamlined customer experience.

• Ensuring compliance and adherence to Absa Group Policies such as: Financial crime and Anti-Money Laundering, politically exposed persons, financial sanctions and prohibitions, Reputational risk policy, Absa sanctions policy, Absa correspondent banking policy and any other appropriate policies. 

Business Management

• Collate customer information on servicing performance for Relationship Managers (including volume of transactions and income) to ensure market share reap from clients are in line with our expectations.

• Assist Compliance Officer to resolve any Compliance issues.

• Provide support for the review of refer list and other risk reports.

• Take responsibility for routine duties with other members of the Business Banking Team. This will include administration duties such as holiday lists, returns, inter departmental meetings.

• Encourage and contribute to sharing of skills and knowledge within the team.

• Executive administrative tasks assigned by RM – Checking of payments, SWIFT, FAX

Preferred Education:

• Diploma

Preferred Experience:

• 3 years bank related experience

Knowledge & Skills:

• Good knowledge of branch-based products and services frequently used by Corporate/Business Banking customers including features, and set-up arrangements.

• Good knowledge of internal instructions/procedures.

• Good knowledge of the roles and responsibilities of other members of the Relationship Team/Corporate Relationship Support Team.

• Awareness of the products and services offered by the Personal Sector, including features and requirements to set up products.

• Good knowledge of the Bank’s service standards.

Technical Competencies:

• General Corporate skills

• Meeting customer needs

• Information Gathering

• Thoroughness

• Analytical

• Service driven

Education

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