Retail Support Associate

Overview

Join a leading African financial group with over a century of enduring heritage and a strong local presence combined with regional and global expertise. This role offers a unique opportunity to contribute to the growth and future direction of an established financial institution dedicated to empowering Africa.

Role Summary

As a Retail Support Associate, you will operate as a vital link between the Back Office and Frontline teams. Your primary focus will be facilitating smooth workflows that minimize unnecessary movement on the frontline, thereby enhancing customer service quality. You will also undertake additional responsibilities as delegated by your line manager.

Core Duties and Responsibilities

• Ensure transactions are correctly processed, verifying all entries are appropriately authorized, adhering strictly to due diligence protocols including FTOS, and performing remote authorization for cashier transactions.
• Coordinate recording and scheduling of documents sent across departments by maintaining rotation numbers and control copies to monitor turnaround times, following up on outstanding acknowledgements, escalating unresolved issues to Branch or Operations Managers.
• Conduct thorough verification of account opening mandates for quality assurance prior to archival in Record Management.
• Perform regular snap checks, maintain strict security over strong room keys, and accurately load customer loan applications and instructions into the Sybrin system.
• Uphold excellent customer service by practicing the principles of Treating Customers Fairly (TCF), responding promptly to telephonic inquiries, and acting as a primary point of contact between retail and operations departments to manage queries and track resolution times.
• Manage cash operations extensively including vault oversight, handling cash supplies at tills, sorting cash, coordinating cash-in-transit procedures, supervising cashiers, and resolving cash discrepancies swiftly and efficiently.
• Regularly perform unannounced cashier audits and maintain detailed documentation to ensure audit readiness, monitor cash levels consistently to remain within set limits, and collaborate with cash providers and central bank to procure branch cash per designated limits.
• Ensure meticulous record-keeping of cash transactions in compliance with banking procedures and promptly escalate any cash-related issues to management to uphold the institution's zero-tolerance policy on cash errors.
• Administer branch operations such as processing internal mail distribution, ensuring outgoing mail is collected timely, and completing periodic returns for management review.
• Serve as a system administrator for start and end-of-day processes and user management, reporting system failures to IT and coordinating resolution efforts, escalating unresolved problems as needed.
• Maintain strict compliance with all regulatory requirements, the Absa Operational Risk Framework, and internal policies and standards in all activities.

Additional Information

This role demands high attention to detail and a commitment to operational excellence. You will hold responsibility for key security assets such as vault and strong room keys, adhering to robust control measures throughout.

Education Requirement

Successful candidates must possess a Further Education and Training Certificate (FETC) with a focus on Business, Commerce, or Management Studies.