Personal Banker

Absa Group; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Absa Group is looking for a customer service specialist to provide exceptional service to clients, understand their needs, and recommend solutions. Candidates should have a diploma and 2-3 years experience in the banking sector. This role involves a combination of tasks including cashiering, inquiries, and solution provision, aiming to enhance customer satisfaction and achieve sales targets.

Qualifications

• Minimum of a diploma or equivalent in any Business-related field.
• At least 2 to 3 years’ experience in a similar environment.

Responsibilities

• Delight customers by providing professional and outstanding service.
• Analyze personal sales targets and assist with customer inquiries.
• Achieve customer service targets and adhere to service standards.

Skills

Customer service

Time management

Negotiation skills

Conflict management

Interpersonal skills

Education

Diploma or equivalent in Business-related field

Higher certificates in 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

• Delight the customers by offering a professional, caring, consistent and outstanding level of customer service. Fully understand customers by proactively supporting them through engagement in conversations and actively listening in order to understand their short, medium or long-term needs.
• Have the ability to provide customers with the correct product and service - through understanding all complimentary products and services - that cut across multiple channels, including digital to satisfy their needs.
• The role-holder will be required to work flexibly across a variety of different activities (Host - 15%, Cashiering - 5%, Enquiries - 30%, Solutions - 50%).

Job Description

Key accountabilities

• Ensure customers receive exceptional service by identifying and meeting their needs through the provision of a range of products and services.
• Have the ability to provide customers with the correct product and service - through understanding all complementary products and services - that cut across multiple channels, including digital to satisfy their needs.
• Action on leads referred from within the branch and other sources such as listings, contact potential new customers and offer them packaged financial solutions based on an assessment of their needs.
• Attempt to resolve customers' enquiries at first point of contact. Escalate or refer to the next level of management when all other efforts have been exhausted.
• Actively drive service excellence by means of adhering to the Service Standards.
• Analyze personal sales targets agreed on a daily basis for new and existing clients by working with the People Manager to improve on these.
• Understand all campaigns running at any given time and be able to assist customers and other Personal Bankers with detailed context on these.
• Have an extensive knowledge of products and services, understanding our customer proposition across all channels including keep up to date with our competitors’ offerings.
• Dispense and receive physical cash, cheques, travellers’ cheques, drafts and other financial instruments over the counter to walk-in customers.
• Process and en-cash cheques presented by customers for deposit or pay out after checking identification, account details and other prescribed controls.
• Be vigilant for fraudulent or suspicious activities and report all concerns to People or Branch Manager before processing the transaction or dispensing the cash.
• Refer any transactions in excess of the role’s mandate limits to a mandated official.
• Manage timely cash evacuations and balancing of till, ensuring excellent customer service at the counter.
• Maintain counter performance statistics for management’s information usage.
• Identify and evaluate continuous improvements to the counter and banking hall functions.
• Achieve individual customer sales and service targets to support the achievement of team targets by working within relevant service level agreements.
• Comply with operational risk and rigor standards in respect of protecting people, customers, assets and the organization.
• Action on any complaints received in accordance with procedures.
• Responsible for managing the vault and all cash (Local and Foreign) supplies on the tills (beginning and end of day and intra-day) as well as cash sorting and repatriation.
• Monitor cash levels held by the cashiers and in the vault throughout the day to ensure that both elements are within limits. Return soiled notes and leftover cash to central cash services.
• Order branch cash from the cash provider or central bank in accordance with limits set by the country head office.
• Ensure that the physical cashbook balance held in the Cash Accounts agrees daily with the statements balance.
• Repatriate any unusable cash to the vault/ the cash supplier.
• Responsible for ATM uptime and repairing small faults before reporting to the ATM maintenance company. Also reports faults to the ATM manager on the day they occur. Log all such ATM breakdowns including informing management/ technical decisions taken and ensure that all ATM-related complaints are resolved within Service Level Agreement.
• Manage and reconcile ATM reports to the VISA/MASTERCARD accounts.
• Achieve operational rigor excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Ensure compliance with operational risk & rigor requirements E.g. Health and Safety standards, security of premises etc...
• Comply with relevant legislation E.g. KYC, banking code service standards, fraud prevention and money laundering procedures
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Assist other Personal Bankers as required and requested in order to ensure that the branch service customers optimally and act as Team Leader when required for certain branch procedures.
• Support and adopt the implementation of change initiatives.
• Participate in local events to support local needs, develop individual and team skills and raise the Absa profile in the local community.

Preferred Education

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

Preferred Experience

• At least 2 to 3 years’ experience in a similar environment.

Knowledge and Skills

• Deciding and initiating action
• Relating and networking
• Persuading and influencing
• Presenting and communicating information
• Delivering results and meeting customer expectations
• Achieving personal work goals and objectives
• Professionalism
• Conflict management
• Selling skills
• Time management
• Negotiation skills
• Interpersonal/relationship management skills

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)