Customer Experience Executive

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job SummaryTo deliver insurance related operational and administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana, Kenya, Seychelles. Please contact Reward for details. Job DescriptionDispense and receive physical cash, cheques, travellers’ cheques, drafts and other financial instruments over the counter to walk-in primarily retail banking customers. Where required, process foreign currency travellers’ 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 bank’s 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 Team Leader Cash or Branch Coordinator for follow-up and decision-making on whether to proceed. Capture all transactions on the bank’s system and ensure that all transactions are properly authorized before processing.

Undertake end to end cashier duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer service at the counter. Undertake all end-to-end banking hall duties e. g. mailing, cheque book & statement transactions and processes. Deliver world class customer service practices and ensure adherence to Absa Service standards. Own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.

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 according to the bank’s procedures, 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 operations Manager 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. Cross-sell appropriate customer needs related products face to face. Participate in the branch sales initiatives by effective lead generation. Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards. Deal with handling complaints in the Banking Hall. Works to achieve sales and service targets. 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 the Team Leader or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer’s request. Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents. 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 using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service. Ensure that the physical cash balance for all currencies held in the vault agrees daily with the statement balance. Ensure that cash held by tellers in their tills is properly checked and balances with cash accounts. Manage the cash repatriation/cash movement processes to and from Central Bank within guidelines set. Manage cash availability and stock levels of both local and foreign currency, placing orders where necessary.

Manage ATMs attached to the outlet and monitor operations reporting any breakdowns to technicians and service providersPreferred EducationMinimum of a certificate or equivalent in any Business-related field. Preferred ExperienceAt least 1-2 years’ work experience in similar environment. Knowledge And SkillsExcellent Organization skills. Excellent oral communication skills. Basic Numeracy and analytical skills. Thoroughness, Customer focused. Keyboard skills to operate relevant Customer Systems and counter terminal. Basic numeracy for maintaining sales records. Communication skills particularly oral. Presentation skills. Excellent interpersonal skills, Planning Skills. Cash-counting technique. Tact and diplomacy when dealing with difficult or angry customers. Basic courtesy to determine customer needs.

A working knowledge and understanding of relevant legislation, e. g. : KYC, Money laundering, banking code, service standards, health & safety standards etc. . . Working knowledge and understanding of banking cash management procedures. A good understanding of the outlet’s performance objectives – growth of sales, risk, rigor, cost control and income contribution. Detailed knowledge of relevant Customer systems in order to sell. A detailed knowledge of the Bank’s Account Opening Policies and Procedures. A detailed understanding of Central Bank’s regulations on Treasury management and handling. A detailed understanding of the Bank’s treasury operational and security procedures.

A good understanding of operational, exchange and cash handling risksA good awareness of the Banks service standards. A good awareness of the Banks service standards. EducationFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)