Consultant: Service

EdUpStairs; Alexandria; Remote; ZAR 180,000 - 240,000; Full time

Job summary

Absa is hiring for a branch-based Customer Service role in South Africa. You will handle cash and non-cash transactions, assist customers with digital channels, and uphold service standards in a welcoming branch environment.

The role emphasizes compliance with KYC, FICA, AML and risk policies, accurate record-keeping, and professional customer experiences aligned with Absa’s brand.

Qualifications

• National Diploma/Advanced Certificate in Business, Commerce or Management Studies.
• National Senior Certificate/Matric (Grade 12) is required.

Responsibilities

• Deliver efficient and professional customer service and resolve queries across all touchpoints.
• Assist customers with digital enablement (ATM, App, Online Banking, Self-Service kiosks).
• Adhere to cash handling, balancing, and control procedures.
• Maintain compliance with KYC, FICA, AML and internal risk policies.
• Operate across diverse branch formats and customer segments.
• Support branch growth through service excellence and basic sales activities.

Skills

Customer service

Cash handling

Digital enablement

Regulatory knowledge

Education

National Diploma/Advanced Certificate: Business, Commerce and Management Studies

National Senior Certificate/Matric (Grade 12)

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.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

Browse Careers To deliver efficient, accurate, and professional transactional and service-related customer support within the branch or integrated channel, ensuring a high-quality customer experience while complying with internal controls, regulatory requirements, and operational risk standards. This role does not provide financial advice and operates outside the FAIS Act.

Key Focus Areas

• Deliver efficient and professional customer service and resolve queries across all touchpoints.
• Contribute to a professional, welcoming, and service-focused environment.
• Champion digital and self‑service adoption including customer education to reduce assisted transactions.
• Perform customer flow, hosting, and queue redirection.
• Operate flexibly across diverse branch formats and customer segments.
• Support lead generation and basic sales activities to contribute to branch growth.
• Uphold compliance, risk management, and governance standards.
• Perform selected DHA and MVNO functions to support branch service delivery.
• Perform service assisted functions on branch devices to ensure functionality, uptime, and customer convenience.
• Uphold brand standards, audit readiness, reconciliation of both cash and operational discipline.
• Perform all cash‑related functions with precision and accountability.
• Ensure device functionality and uptime to support customer self‑service.

Customer Service & Transactions

• Execute cash and non‑cash transactions accurately (deposits, withdrawals, payments, transfers)
• Resolve routine customer enquiries and service requests
• Assist customers with digital enablement (ATM, App, Online Banking, Self‑Service kiosks)
• Manage customer queues and flow to optimise turnaround times

Operational Excellence

• Adhere to cash management, balancing, and control procedures
• Ensure compliance with KYC, FICA, AML, and internal risk policies
• Maintain accurate records and documentation
• Identify and elevate irregularities, fraud risk, or customer complaints

Customer Experience

• Deliver a consistently exceptional in‑branch customer experience by proactively welcoming, guiding, and supporting customers
• Promote efficient service, alternative banking channels, and upholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment.
• Handle basic complaints and elevate complex issues appropriately
• Contribute to branch customer satisfaction and NPS outcomes

Education

Enroll in Classes National Diplomas and Advanced Certificates: Business, Commerce and Management Studies, National Senior Certificate/ Matric (Grade 12)

Maluti-a-Phofung Local Municipality, Free State, South Africa