Consultant: Service

EdUpStairs; Port Alfred; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Absa is a leading bank delivering customer-focused financial services across South Africa. This role supports transactional customer service in-branch and through integrated channels, ensuring accurate processing and a high-quality customer experience while adhering to internal controls and regulatory requirements.

The position requires a National Diploma in Business/Commerce and strong interpersonal skills.

Qualifications

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies, National Senior Certificate/ Matric (Grade 12)
• Excellent communication and customer service skills
• Ability to work in a fast-paced banking environment

Responsibilities

• 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 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 service assisted functions on branch devices to ensure functionality and uptime
• Uphold brand standards, audit readiness, reconciliation of cash and operational discipline
• Perform all cash-related functions with precision and accountability
• Ensure device functionality and uptime to support customer self-service

Skills

Customer service

Cash handling

Digital enablement

Banking knowledge

Education

National Diploma in Business/Commerce

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

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.

Job Description

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 escalation 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 escalated complex issues appropriately
• Contribute to branch customer satisfaction and NPS outcomes

Education

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