Chief Customer Service Advisor

Absa Group is a leading financial institution with over a century of history, dedicated to empowering Africa's future. We offer a dynamic career path with opportunities for growth and development, allowing you to shape our destiny as a proudly African organization. Our My Career Development Portal provides cutting-edge guidance and tools to help you unlock your potential.

This role focuses on accurately and efficiently processing bank teller transactions to provide prompt and friendly assistance to walk-in customers. Please note that this position has compensation and benefit implications for Kenya, Tanzania (NBC), and Mozambique; contact Reward for details.

CASH AND RELATED TRANSACTIONS (60%)

• Dispense and receive cash, cheques, bills, drafts, and other financial instruments over the counter.
• Authorize and confirm local and foreign currency cheques and credit/debit cards within established limits.
• Conduct regular checks to ensure all transactions are accurately captured and authorized in the bank's system.
• Monitor and record errors made by customer service advisors, including till shortages and overages.
• Initiate formal disciplinary action for errors resulting from cashier negligence.
• Manage the branch vault and till cash supplies, including sorting and repatriation.
• Oversee cash levels in tills and the vault to ensure they remain within set limits.
• Order branch cash from the provider or central bank according to head office limits.
• Act as a co-custodian for the daily reconciliation of total branch cash.
• Escalate all cash-related issues, including resourcing, to the Branch Operations Manager or Operations Officer.
• Ensure front-line cashiers package cash correctly.
• Recommend weekly re-order levels for cash to the Branch Operations Manager or Officer.
• Perform start and end-of-day checks for cashiers and their respective till areas.

CUSTOMER SERVICE (20%)

• Advise customers on cash processes to ensure smooth transaction flow.
• Resolve customer inquiries at the first point of contact using bank systems; escalate only when necessary.
• Explain bank procedures, security requirements (like ID verification), and services to customers.
• Inform customers about the value of the Customer Feedback system and how their input improves service.
• Identify customers who may require bulk counting facilities.
• Manage leave days for customer service advisors.
• Submit monthly counter returns to the Branch Operations Manager or Officer.
• Conduct daily morning huddles to ensure quality customer service.
• Identify training needs for cashiers to enhance their skills.
• Participate in customer service initiatives as directed by management.
• Conduct coaching sessions for cashiers and maintain performance records.
• Provide input for cashiers' performance reviews to the Branch Operations Manager or Officer.

SALES LEADS (5%)

• Identify potential sales leads by reviewing customer statements and engaging with customers about their needs, referring leads to Customer Advisors.
• Brief cashiers and customers on current sales campaigns and direct them to Customer Advisors for more information.
• Support Personal Bankers in following up on leads referred to the branch via Optimus.

RIGOUR (10%)

• Ensure customer service advisors reconcile their till cash daily and during cash replenishment or repatriation.
• Verify that advisors close tills according to bank procedures, including securing them properly.
• Advise the Branch Operations Manager when teller cash limits are reached to manage cash levels.
• Conduct snap checks as assigned by the Branch Coordinator.
• Maintain meticulous transaction records in compliance with bank procedures and make them available for review.
• Ensure all customer service advisors sign for their till keys in the register.
• Review the ORC report weekly to resolve exceptions.
• Submit the excess cash report to the Cash Services Manager.
• Provide monthly statistical data on cash transactions to the Branch Operations Manager for cash holding limit determination.
• Manage customer service advisor overtime and submit monthly returns.
• Act as a co-custodian for strongroom keys, ensuring security.
• Ensure adequate availability of stationery and equipment, such as PCs, UV lights, and currency verifiers.

Compliance and Teamwork

• Ensure all activities comply with regulatory requirements, Absa Operational Risk Framework, and internal policies.
• Share knowledge and experience with team members.
• Provide cover for other Personal Bankers during high workloads or absences.
• Deputize for the Branch Operations Manager when required.
• Participate in branch team-building events.
• Nominate colleagues for outstanding performance.
• Complete all assigned training on time.
• Manage and update all types of leave on the workday system.
• Engage in continuous personal development through training programs.
• Perform any other duties as assigned.