Customer Support Coordinator - SME

Absa Group; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading bank seeks an individual to assist the Medium Business Team Leader in managing SME performance through exceptional customer service and sales strategies. This role involves compliance monitoring, team coaching, and operational excellence, requiring a Bachelor's Degree in Business or related fields.

Qualifications

• Bachelor's Degree in Business, Commerce, or Management Studies required.
• Experience in sales and customer service preferred.
• Strong understanding of operational risk controls.

Responsibilities

• Assist in managing SME performance in sales and service.
• Coach team on compliance and operational risk controls.
• Ensure excellent service delivery and manage customer complaints.

Skills

Customer Service

Sales Strategies

Operational Compliance

Team Management

Risk Management

Education

Bachelor's Degree in Business, Commerce, or Management Studies

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and a strong position 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

• Assist the Medium Business Team Leader in managing the performance of SME in sales and service through excellent customer service, sales origination, and transactional processing.
• Assist the Team Leader in monitoring the delinquency list.
• Coach the team on compliance and operational risk controls per company and regulatory standards, policies, and practices.
• Responsible for annual reviews of credit applications, working closely with Product and Credit Manager.
• Support onboarding of corporate clients on the Bank Digital Platform.

Job Description

Sales and Service

• Ensure excellent service delivery and collaborate to enhance customer experience.
• Develop and implement sales strategies to deepen product engagement, promote cross-selling, and increase market share.
• Participate in segment initiatives to meet retail objectives.
• Promote remote and digital channel usage.
• Manage customer complaints efficiently and proactively.

Operation and Control

• Achieve operational excellence and ensure compliance with all relevant legislations and guidelines.
• Participate in systems administration and adhere to IT security policies.
• Ensure security standards and procedures are followed.
• Act as BCM Business Unit Owner/Deputy as per the bank's BCM framework.
• Ensure timely reviews and adherence to procedures for account opening and credit applications.

People Management

• Manage leave planning, provide training, and support team development.
• Drive staff engagement and team spirit initiatives.

Self-Development

• Set performance objectives and pursue personal growth.
• Demonstrate Absa’s values.

Team Collaboration

• Share knowledge and collaborate across functions.
• Perform additional duties as assigned by management.

Mandatory Risk and Control

• Ensure compliance with all regulatory and internal policies, and manage relevant risks.

Education

Bachelor's Degree in Business, Commerce, or Management Studies.