Consultant: Service

Absa Group; Wes-Kaap; Hybride; ZAR 180 000 - 260 000; Plein temps

Résumé du poste

Absa Group seeks an enthusiastic service-oriented consultant to provide efficient branch-based customer support. You will handle cash and non-cash transactions, guide customers to digital options, and contribute to a welcoming branch environment with strong compliance.

In this hybrid role, you will adapt to various branch formats, assist with lead generation, and ensure smooth operation of devices and services while upholding Absa’s standards and risk controls.

Qualifications

• Experience in branch-based customer service and cash handling.
• Knowledge of KYC/AML basics and risk controls.
• Ability to educate customers on digital channels and self-service options.
• Strong communication and professional interpersonal skills.
• Adherence to brand standards and compliance requirements.

Responsabilités

• Deliver accurate customer service and execute cash and non-cash transactions.
• Assist customers with digital enablement across ATM, apps, and online banking.
• Manage queues, welcome customers, and support branch growth initiatives.
• Uphold risk, governance, and cash-handling controls with accuracy.
• Support cross-sell activities while maintaining service quality and compliance.

Connaissances

Customer service

Cash handling

Digital channel education

Regulatory knowledge

Communication

Formation

National Diploma in Business/Commerce/Management

National Senior Certificate

Outils

ATM

Online Banking system

Self-service kiosks

Description du poste

## Consultant: ServiceApply: Hybrid: Carnarvon: Full time: Posted Today: End Date: November 4, 2026 (5 days left to apply): R-15991331### **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.**Accountabilities****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 escalate 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 escalate 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)