Customer Experience Executive

absa; Hong Kong; On-site; HKD 200,880 - 312,480; Full time

Job summary

Absa Bank Hong Kong is seeking a vigilant Customer Service & Cash Operations associate to support teller functions and branch operations. You will handle cash, cheques, and customer inquiries while ensuring accuracy and adherence to SOPs, service standards, and bank policies.

Key responsibilities include processing transactions, reconciling tills, referring complex matters to supervisors, and delivering world-class service to walk-in clients. The role offers growth within a supportive team.

Qualifications

• Experience with cash handling and teller duties.
• Ability to process foreign currency cheques and drafts.
• Follows SOPs and bank procedures with accuracy.

Responsibilities

• Perform teller transactions and handle cash accurately.
• Process foreign currency cheques and drafts.
• Refer transactions above teller limits for approval.
• Reconcile tills at start and end of day.
• Provide world-class customer service and resolve queries.

Skills

Customer service

Cash handling

Sales

Banking operations

Cash reconciliation

Education

National Certificate: 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 is available for guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

To 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 Description

Customer Service & Operational Rigor:

• Dispense and receive physical cash, cheques, travellers’ cheques, drafts and other financial instruments over the counter to walk-in primarily retail banking customers.
• Process foreign currency travellers’ cheques, either by issuing or cashing such cheques where required.
• Before processing each transaction, verify that all required information is accurate and complete in accordance with bank procedures; refer concerns to the Team Leader Cash or Branch Coordinator for follow-up and decision-making.
• Refer any transactions above teller limits to the next level for authorisation.
• Capture all transactions on the bank’s system and ensure proper authorisation before processing.
• Count cash carefully to avoid errors; adhere to the bank’s zero-tolerance policy for teller errors and follow up as needed.
• Undertake end-to-end cashier duties and manage cash evacuation and till balancing with excellent customer service.
• Perform end-to-end banking hall duties such as mailing, cheque book and statement transactions and related processes.
• Identify when and where to refer customers to appropriate areas for specialist sales or advice.
• Deliver world-class customer service and adhere to Absa Service standards.
• Own and manage customer queries and complaints, resolving in a timely manner.
• Assist customers to correctly complete transaction documentation to ensure accuracy and completeness.
• Reconcile tills at the beginning and end of each day and during cash restocking or repatriation.
• Open and close tills per bank procedures and secure tills as required.
• Advise the Cash/ATM Custodian when teller cash limits are reached to enable restocking or repatriation.
• Conduct snap checks as assigned by the Branch Operations Manager.
• Keep transaction records meticulously and available for review as required.
• Perform other duties as assigned.

• Sales and Service:
• Cross-sell appropriate customer needs related products face to face.
• Participate in branch sales initiatives with effective lead generation.
• Provide customer servicing to meet predetermined service standards.
• Assist customers with completion of bank stationery and forms.
• Introduce customers to appropriate product/segment specialists.
• Engage in in-branch marketing, special campaigns and promotions.
• Handle complaints in the Banking Hall.
• Work toward achieving sales and service targets.
• Provide advice on cash processes to ensure smooth transactions.
• Resolve customer enquiries at first contact when possible; escalate only when needed.
• Explain bank procedures and security requirements to customers.
• Inform customers about the value of using the Customer Feedback system and how feedback is used to improve service.

• Treasury / ATM Business Management:
• Joint custody of the note reserve and control of outlet cash holdings.
• Ensure daily cash balance accuracy for all currencies in vaults and tills.
• Manage cash repatriation and movement to/from Central Bank within guidelines.
• Manage cash availability and stock levels of local and foreign currency; place orders as needed.
• Dispatch soiled notes and surplus cash to Central Bank.
• ATM duties: manage ATMs, report breakdowns, and ensure adequate cash replenishment; balance ATM cash with accounts.
• Manage card collections captured in ATMs and stock of controlled stationery.

• Business Management:
• Provide administrative support within the outlet.
• Attend management/section head meetings to discuss outlet performance issues.
• Carry out snap checks as allocated by the manager.
• Maintain statistics and monitor progress of target reporting.

Qualifications

National Certificate: Business, Commerce and Management Studies (Required)