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Job Summary

Sell the bank’s Retail products

Job Description

Sales to Retail Customers and CLM 45%

Operational Rigour and Compliance with KYC requirements

5%

Provision of Customer Service 30%

Contribution to own  development and of team 5%

Outputs:

• Agree annual performance objectives with the Branch Manager, including specific sales targets.
• Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Absa bank Zambia Retail products & services.
• Participate in specific product campaigns by ensuring that the products are explained to customers.
• Agree, meet and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information usage.
• Own and manage personal product & channel sales targets to contribute towards the branch sales objectives.
• Refer to the appropriate area of delivery for specialist product help or advice (e.g. Schemes or Mortgage) when uncertain about the product delivery or application process. Respond directly to the customer.
• Build effective relationships with branch staff to ensure that non-sales staff refer customers to the Personal bankers when they identify a particular product or service need.
• Complete account opening documentation together with customers and submit to Branch Manager for review before processing and submit account opening for quality assurance.
• When selling loans to Retail customers, review the financial analysis and statement review on customer accounts. Where customers do not meet the minimum criteria, advice the customer, verbally or in writing as the customer requires. Report such denials to the Branch Manager or Team Leader Sales on a daily basis.
• When accounts are open use 2/7/30 as a follow up tool
• Complete all leads on Optimus and ensure products are sold.
• Ensure accuracy of each new account application, loan document, customer instructions, Credit card application and bank account mandate change. Personal bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Ensure loans processed are free of errors in an event that there are returns should be

cured in the shorted possible time.

• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the Retail end to end account opening ensuring new accounts are authorised and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Team Leader Sales or the Branch Manager.
• Comply with all general Absa operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
• Conduct snap checks as allocated by the Branch Operations Manager or Operations Officer.

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.

Outputs:

• Log all customer queries and complaints on BOC
•  Own customer queries and complaints and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Team Leader Sales or Branch Manager.
• Build relationships with internal service providers (enablers) to ensure a quick turnaround time of escalated queries and complaints.

• Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, ATM etc.
• Manage remote and manual authorisation, personally authorising such transactions, to ensure efficient counter service.
• Advise customers as soon as cheque books and cards are ready for collection. Follow up with customers that have not collected the items within a reasonable time.
• Issue debit/credit cards as per Card & Pin Process.
• Advise customers as soon as new loans are approved and encourage draw-downs on the new loans.

Outputs:

• Share knowledge and experience with other Customer Advisors in the team.
• Provider cover for other Customer Advisors in case of excessive workload or absence.
• Deputise for the Branch Manager or Branch Operations manager when required.
• Participate in team building events held by the branch.
• Nominate colleagues who have performed in the team or retail.
• Ensure all assigned training are done on time
• Manage leave programme in liaison with team  leader and ensure all types of leave are
• Pursue continued improvement in personal development by participating in development programmes and training.

PERFORM ANY OTHER DUTIES AS ASSIGNED.

Transactions Authorisation may be incompatible with Custodianship roles as these may need to be segregated.

Education

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