Customer Service Advisor

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Job Summary

To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs)

Job Description

Customer (Insights and experience): To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details. | : Customer Experience support | Assist in the Customer Experience roll out of various campaigns to drive customer service related matters Keep an evidence file up to date to substantiate adherence to the various Treating Customers Fairly (TCF) principles for auditing purposes: Customer Service Surveys | Ensure that data required by the survey house is received on time and accurate Review reports on problems identified Assist with the data extraction and administration of survey information for annual Customer Service Measure (CSM) survey: Statistics | Collection and consolidation of weekly, monthly and quarterly statistics Track management expenses for Customer Experience costs and expenses: Switchboard Operators Management | Support in the operations of Customer Experience, and any other related matters such as human resources and workforce planning: Events Management | Plan, coordinate and execute events in driving a positive culture of Customer Experience: Internal support | Provide additional support to the Communication/Marketing areas:

CASH AND RELATED TRANSACTIONS

65%

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.

CUSTOMER SERVICE 20%

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.

SALES LEADS

5%

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

RIGOUR 5%

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.

Contribution to the team 5%

• 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.

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)