Customer Service Executive

Absa Group; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Cashier to enhance retail branch performance through exceptional customer service and efficient cash management. This role involves dispensing cash, managing ATMs, and ensuring compliance with banking procedures. The ideal candidate will possess strong organizational and communication skills, with a focus on customer satisfaction. Join a team that values growth and offers a supportive environment for your career development. If you are passionate about delivering top-notch service and thrive in a dynamic setting, this opportunity is perfect for you.

Qualifications

• Minimum of a certificate or equivalent in any Business-related field.
• At least 1-2 years’ work experience in similar environment.

Responsibilities

• Dispense and receive cash and related instruments to retail customers.
• Manage ATMs and cash availability, ensuring excellent customer service.
• Handle customer queries and complaints efficiently.

Skills

Excellent Organization skills

Excellent oral communication skills

Basic Numeracy and analytical skills

Customer focused

Team working

Keyboard skills

Presentation skills

Cash-counting technique

Tact and diplomacy

Understanding of relevant legislation

Education

Certificate in Business-related field

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

Job description

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 Summary

• To deliver exceptional Retail Branch performance through dispensing and receiving cash and related instruments. Provide exceptional customer service to walk-in branch Retail customers.
• Manage ATMs attached to the outlet and monitor operations reporting any breakdowns to technicians and service providers
• Manage cash availability and stock levels of both local and foreign currency, placing orders where necessary.
• Manage the cash repatriation or cash movement processes to and from Central Bank within set guidelines, managing ATMs; cash availability including stock levels of both local and foreign currency.
• To deliver exceptional retail business performance through excellent customer servicing, lead generation and transactional processing in a branch.

Job Description

• Dispense 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.
• Refer any transactions more than 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

• 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.
• Identify when & where to refer customers to an appropriate area of delivery for specialist sales help or advice.
• 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.
• Perform any other duties as assigned from time to time.
• 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.
• Assist customers in completion of Bank stationary, forms etc…
• Introduce customers to appropriate product/segment specialists.
• Undertake in-branch marketing, special campaigns, promotions etc…
• 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 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.
• Dispatch soiled notes and surplus cash to Central Bank.
• When performing ATM duties:
• Manage ATMs attached to the outlet and monitor operations reporting any breakdowns to technicians and service providers
• Monitor and ensure that ATM is adequately replenished of cash.
• Balance cash in the ATMs with the ATM/Cash account.
• Manage collections of cards captured in ATMs
• Manage both working stock and bulk stock of controlled stationery.

Role/person specification

• Minimum of a certificate or equivalent in any Business-related field.

Preferred Experience

• At least 1-2 years’ work experience in similar environment.

Knowledge and Skills

• Excellent Organization skills.
• Excellent oral communication skills.
• Basic Numeracy and analytical skills.
• Thoroughness, Customer focused.
• Team working.
• 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, rigour, 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 risks
• A good awareness of the Banks service standards.
• Awareness of Group Services E.g: Credit Scoring Unit and Central Operations Processing.
• A good awareness of the Banks service standards.

Education

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