Customer Service Advisor

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Job Summary

Dispense and receive cash and related instruments and provide customer service to walk-in branch Retail
Customers.

 

 

Job Description

 

 

Execute cash & related transactions: Throughout each day, balance, control and manage the cash float by checking the amount of cash at the teller station and requesting the restocking or repatriation of cash when prescribed cash limits are reached Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk in customers Process and encash cheques presented by customers for deposit or pay-out after checking identification, account details and other prescribed controls. Be vigilant for fraudulent or suspicious activities and report all concerns to the team leader or branch manager before processing the transaction or dispensing the cash Adherence to policies especially when handling with cheques, notes, ID’s, etc, under the 2 ID Buddy to prevent fraud. Refer any transactions in excess of teller mandate limits to a mandated official and / or line manager for authorisation Capture all transactions on the Bank system and ensure that all transactions are properly authorised before finalising the processing Carefully count all cash received or dispensed to ensure that errors are avoided by making use of the applicable cash counting equipment in your branch Reconcile own cash at the beginning and end of each day as well as when cash is restocked during the day. Prepare reconciliation reports for audit and management review purposes Ensure that journals are processed to recover charges for manual transactions processed for customers Ensure adherence to the SARB minimum requirements | Customer Service: Provide advice to customers on the cash and other transactions processes to ensure the smooth flow of transactions Exhaust all attempts to resolve customer enquiries before escalating to other departments or the line manager Provide Regular feedback to customers on the progress of their enquiries Explain the Bank’s procedures, security requirements (such as ID requirements when transacting) as well as service offerings available to customers Rep0rt customer complaints on the Bank’s Customer Care process (CCP) to facilitate feedback to improve service to customers Guide customers on how to correctly complete transaction documentation such as deposits, withdrawals, cheque requisition slips to ensure accuracy and completeness of these documents Ensure accuracy and efficiency when engaging with the customer. Ensure friendly, focussed customer interaction at all times Portray a professional image and ensure that personal appearance conforms to Absa Corporate Image standards Ensure adherence to the Corporate Wear policy Maintain a neat and tidy workstation at all times Pro-actively arrange your workspace to ensure sufficient stationary is in place prior to the branch opening. Regularly read the pricing documents relating to Teller transactions to assist clients with better solutions for their transactions and also benefit at the end of the day Adhere to the policy and procedure on the issuing of pins and statements in order to solution the customer at point of contact. Ensure migration of clients with CW transactions less than R4000 and CD of less than R8000 to Digital & Self-help channels and provide the necessary assistance. Maintain speed and agility at all times when assisting clients in order to minimise shortages and surpluses. Market products by giving out booklets or pamphlets to customers drawing large amounts of money and educate them of alternative ways on transacting. Educate customers on the use of the Internet Kiosk. | Identifying sales leads: Identify and action sales leads (teller prompts) and cross selling opportunities Explain the campaign details, during sales campaigns in brief and direct to clients to Sales Consultants for further information Effectively use of sales tools (e.g. teller prompts) in order to ensure the provision of leads to contribute to Branch Sales Take responsibility of own sales targets and assist daily by providing client solutioning according to their product needs Capture all other leads on SMD once agreed by client Follow up all leads with Sales Consultants on SMD to make sure clients are contacted | Compliance and Risk Management: Open & close the branch safe according to the Bank’s procedures, including physically securing the safe according to required procedures Conduct cash counts and visual checks as assigned by the line manager from time to time Ensure that all transaction records are kept and / or mailed in accordance with Bank procedures Keep transactions records available for control purposes Before processing transactions, verify that all information is accurate and complete in accordance with the Bank’s procedure. Refer any concerns to the line manager for follow up and decision making on whether to proceed Follow cash management procedures and limits as prescribed Familiarise with content of all communication, i.e. circulars, bulletins, risk day agenda’s and alerts, etc. Adhere to prescribed control measures to prevent fraud, losses and shortages Report suspicious transactions as per Money Laundering control frameworks Complete and maintain applicable registers (Teller and Key registers) Adhere to safety and security procedures and follow prescribed instructions in event of robbery Cubicles, teller drawers and workstations to be kept locked when leaving workstation Follow off-line procedures and comply with all regulatory and compliance requirements Manage security items i.e. Cash, Teller stamps, Safe keys, combinations and FBSS cards in line with policies and procedures Up skill your knowledge regularly with policies and procedures regarding your daily teller duties, cheques, Fraud, Foreign Exchange, this will help you also to prevent fraud Ensure up-skilling on fault reporting and testing processes & procedures of Equipment used at teller environment i.e. note & coin counters, TCR Machines, etc. Adhere to end of day procedures (ABSA 3368) Adhere to Branch Paper mandate when processing and / or authorising transactions, ensure processing within correct limits & mandates | : | : | : | :

Outputs:

• Dispense and receive physical cash, cheques, drafts and other financial instruments over the counter to walk-in customers.
• Where required, process foreign and local currency 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 banks 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 Branch Manager or Branch Ops for follow-up and decision-making on whether to proceed.
• Refer any transactions in excess of 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.
• Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.

 

Outputs:

• 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 Branch Manager or Branch Ops, or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer’s request.
• 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 providing feedback, including explaining to customers how the bank uses their feedback to improve service.

 

Outputs:

• Identify sales leads through reviewing income levels on customer statements, questioning customers when they mention specific needs, and referring any new leads to Personal bankers
• When specific sales campaigns are running in the branch, explain the campaign details in brief to customers, and direct them to the Personal bankers for further information.
• Support the Personal bankers to call and follow up on leads referred to the branch on optimus

 

 

Outputs:

• 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 together with a second controller (usually the Cash Custodian or Branch Coordinator), 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 Coordinator 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.

 

• Share knowledge and experience with Customer service Advisors in the team.
• Provider cover for other Customer service 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 Branch Manager and ensure all types of leave are   updated  on workday
• Pursue continued improvement in personal development by participating in development programmes and training.

 

 

• 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)