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Job Summary

To resolve inquiries from walk-in customers in a Retail Banking branch, issue all account items and provide excellent customer service.

Job Description

ISSUING PHYSICAL ACCOUNT ITEMS 40%

Outputs:

Verify the customer’s identity according to procedures prior to proceeding with any inquiry. Where customers are unable to produce acceptable identity documentation, refer the issue to the Branch Ops or Branch Manager to take a decision on whether to proceed with the customer’s request.
Issue statements and balances to customers using the bank’s frontline systems.
Update account demographics such as address changes, name changes etc.
Update standing order instructions based on information supplied by customers.
File schedules and all customer instructions.
Help customer’s complete Debit card application or replacement forms. On completion, verify the customer’s identification and proceed as per laid down process.
Issue cheque books and all other account items to customers following the bank’s procedures.

Customer Service 40%

Outputs:

Log all queries (including verbal, written, telephone, e-mail etc) on the bank’s query logging system.
When directly receiving customer enquiries, attempt to resolve the enquiry at the first point of contact by using the bank’s systems. Only escalate to the Branch Ops or Retail Support when all other efforts have been exhausted to resolve the customer’s request.
When unable to respond to customer queries at the first point of contact, ensure that the customer is called back with a result as soon as the query is resolved and log the results on BOC.
Where appropriate, refer queries to the Customer service for resolution.
Follow-up with operations for customer statements and other instructions.
Explain the banks procedures, security requirements (such as the requirement to provide sufficient ID when transacting) as well as services to customers.
When receiving complaints from customers, log as much detail as available of the complaint on BOC. Where simple to resolve, respond directly to the customer or alternatively pass the complaint details to the Customer Experience Executive for formal resolution.

Sales Leads 10%

Outputs:

Identify sales leads by talking to customers and understand their requirements. Refer any potential leads to the Persona bankers in the branch.
Support Personal bankers by calling and following on leads referred by CLM on optimus.

Operational Rigour 10%

Outputs:

Reconcile all physical stock including ATM Cards, cheque books, credit cards etc. In line with bank’s operating procedures on a daily basis.
Conduct monthly peer group snapchecks for other inquires advisors and cashiers according to the procedure and schedule assigned by the Branch Coordinator/Team Leader or Branch Manager.
Perform any other duties as assigned from time to time.

Risk and Control

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Education

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