Jobs | Vacancies at ABSA
Table of Contents
Position:Junior Sales Consultant
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.
Job Summary
Provides financial services to meet client specific needs to promote, market and sell Financial Solutions in accordance with relevant legislation, to meet sales targets and achieve strategic business objectives.
Job Description
Sales Target : Proactively make self-initiated contact with customers in order to deliver against the required sales targets | Collaboration : Constantly seek to improve ways of working by challenging the status quo and supporting an
empowering climate within the team, sharing knowledge, experience, best practice and
providing constructive feedback as required. | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards | Customer Experience: To provide service excellence and achieve customer satisfaction
Position:Contact Center Agent
Job Description
Main accountabilities
Service Improvement
- Attend to customer enquiries through different channels (phone, email, social media etc)
- Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
- Ensure 80% of all complaints are handled and resolved at First Point of Contact (FPoC)
- Assist Customer Insight team to conduct customer research.
- Be responsible for complaint capturing, tracking and monitoring for timely resolution, and feedback to complaint manager upon critical complaint. Respond promptly to customers inquiries, follow up on customers interactions and provide feedback
Business Support
- Support business campaign drives and cross selling of products and services during customers interactions
- Support KYC requirements compliance by educating customers to update key information during customer interactions
Developing Capability
- Be a visible advocate of service for the team, role modelling all behaviours as related to customer service.
Reporting & Control
- Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
- Ensure competent rating in contact center and enquiry handling.
- Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
- Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
- Continuous and proactive engagement with regulatory bodies, unions where applicable
- All mandatory training completed to deadline
Technical skills / Competencies
- Excellent communication skills – Verbal & Written
- Interpersonal Skills
- Empathetic listening
- Problem analysis and Problem-solving skills
- Knowledge of financial products and services
- An instinctive inclination & orientation towards service.
- Previous experience in customer service
- Adaptability, Attention to detail and accuracy
- Excellent Presentation skills both written and oral.
- Ability to handle bitter/ upset and angry customers
Knowledge, Expertise and Experience
Essential
- Excellent communication, Presentation & Interpersonal skills both written and oral
- Knowledge of Customer Service Principles and Practices
- Knowledge of relevant computer applications
- Product Knowledge
Experience, qualifications and other requirements specific to the role
- A good understanding of the various functions in the bank e.g. Retail, Corporate, and Operations & Technology.
- Have understanding and worked with various other financial institution to understand the dynamics.
- Understanding of Customer Relationship Management systems and process improvement initiatives Ability to implement projects / programs according to set objectives & timelines, across a wide business platform.
- Ability to handle all types of customers and their expectations i.e bitter/ upset and angry customers
*Entrants without formal accreditations will be expected to achieve accreditation within 1 year of entry proven coaching and development skills Preferred
Absa Values
Absa’s Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
- Trust
- Resourceful
- Stewardship
- Inclusive
- Courage
Position:Junior Bank Teller
Job Summary
To process bank teller transactions accurately and timeously through the execution of predefined objectives, ensuring that customers are assisted promptly and in a friendly manner.. Selecting this role has a compensation & benefit impact in Kenya, TZ (NBC), Mozambique. Please contact Reward for details.
Job Description
Execute cash & related transactions: Throughout each day, balance, control and manage the cash float by checking the amount of cash at the teller station and requesting the restocking or repatriation of cash when prescribed cash limits are reached Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk in customers Process and encash cheques presented by customers for deposit or pay-out after checking identification, account details and other prescribed controls. Be vigilant for fraudulent or suspicious activities and report all concerns to the team leader or branch manager before processing the transaction or dispensing the cash Adherence to policies especially when handling with cheques, notes, ID’s, etc, under the 2 ID Buddy to prevent fraud. Refer any transactions in excess of teller mandate limits to a mandated official and / or line manager for authorisation Capture all transactions on the Bank system and ensure that all transactions are properly authorised before finalising the processing Carefully count all cash received or dispensed to ensure that errors are avoided by making use of the applicable cash counting equipment in your branch Reconcile own cash at the beginning and end of each day as well as when cash is restocked during the day. Prepare reconciliation reports for audit and management review purposes Ensure that journals are processed to recover charges for manual transactions processed for customers Ensure adherence to the SARB minimum requirements | Customer Service: Provide advice to customers on the cash and other transactions processes to ensure the smooth flow of transactions Exhaust all attempts to resolve customer enquiries before escalating to other departments or the line manager Provide Regular feedback to customers on the progress of their enquiries Explain the Bank’s procedures, security requirements (such as ID requirements when transacting) as well as service offerings available to customers Rep0rt customer complaints on the Bank’s Customer Care process (CCP) to facilitate feedback to improve service to customers Guide customers on how to correctly complete transaction documentation such as deposits, withdrawals, cheque requisition slips to ensure accuracy and completeness of these documents Ensure accuracy and efficiency when engaging with the customer. Ensure friendly, focussed customer interaction at all times Portray a professional image and ensure that personal appearance conforms to Absa Corporate Image standards Ensure adherence to the Corporate Wear policy Maintain a neat and tidy workstation at all times Pro-actively arrange your workspace to ensure sufficient stationary is in place prior to the branch opening. Regularly read the pricing documents relating to Teller transactions to assist clients with better solutions for their transactions and also benefit at the end of the day Adhere to the policy and procedure on the issuing of pins and statements in order to solution the customer at point of contact. Ensure migration of clients with CW transactions less than R4000 and CD of less than R8000 to Digital & Self-help channels and provide the necessary assistance. Maintain speed and agility at all times when assisting clients in order to minimise shortages and surpluses. Market products by giving out booklets or pamphlets to customers drawing large amounts of money and educate them of alternative ways on transacting. Educate customers on the use of the Internet Kiosk. | Identifying sales leads: Identify and action sales leads (teller prompts) and cross selling opportunities Explain the campaign details, during sales campaigns in brief and direct to clients to Sales Consultants for further information Effectively use of sales tools (e.g. teller prompts) in order to ensure the provision of leads to contribute to Branch Sales Take responsibility of own sales targets and assist daily by providing client solutioning according to their product needs Capture all other leads on SMD once agreed by client Follow up all leads with Sales Consultants on SMD to make sure clients are contacted | Compliance and Risk Management: Open & close the branch safe according to the Bank’s procedures, including physically securing the safe according to required procedures Conduct cash counts and visual checks as assigned by the line manager from time to time Ensure that all transaction records are kept and / or mailed in accordance with Bank procedures Keep transactions records available for control purposes Before processing transactions, verify that all information is accurate and complete in accordance with the Bank’s procedure. Refer any concerns to the line manager for follow up and decision making on whether to proceed Follow cash management procedures and limits as prescribed Familiarise with content of all communication, i.e. circulars, bulletins, risk day agenda’s and alerts, etc. Adhere to prescribed control measures to prevent fraud, losses and shortages Report suspicious transactions as per Money Laundering control frameworks Complete and maintain applicable registers (Teller and Key registers) Adhere to safety and security procedures and follow prescribed instructions in event of robbery Cubicles, teller drawers and workstations to be kept locked when leaving workstation Follow off-line procedures and comply with all regulatory and compliance requirements Manage security items i.e. Cash, Teller stamps, Safe keys, combinations and FBSS cards in line with policies and procedures Up skill your knowledge regularly with policies and procedures regarding your daily teller duties, cheques, Fraud, Foreign Exchange, this will help you also to prevent fraud Ensure up-skilling on fault reporting and testing processes & procedures of Equipment used at teller environment i.e. note & coin counters, TCR Machines, etc. Adhere to end of day procedures (ABSA 3368) Adhere to Branch Paper mandate when processing and / or authorising transactions, ensure processing within correct limits & mandates
Position:IT Applications Support Officer
Job Summary
An application officer is responsible for giving technical support to in-country managed services including support on the incident and change management processes, support the bank on the implementation of new service requirements and other activities involved on the Service Operation lifecycle based on the Absa Group process, procedures, and best practices.
Job Description
- Understanding client requirements and how they translate to new application features
- Collaborating with development team and other IT staff to set specifications for new applications
- Writing high-quality code to program complete applications on schedule
- Provide support to all business area and on the issue solving process
Education
Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)
Position:Trainee Virtual Advisor
Job Summary
To provide advice and support in the implementation/development of operational planning and associated service delivery processes, methods and techniques.
Job Description
FAIS Fit and Proper Requirements Applicable to this Role (Advice and Intermediary Service):
FSCA-Approved Qualification
Regulatory Exam for Representatives (RE5)
Experience As Per the FAIS Act
Product Specific Training once Onboarded
Class Of Business Training
Continuous Professional Development
Attest To Honesty, Integrity, and Good Standing
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
How to Apply
To apply visit ABSA careers portal
OTHER OPPORTUNITIES
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