Clerk Customer Service (Retail) (BB)

PURPOSE OF THE JOB

To assist customers with account related queries and to capture information on the systems.

RESPONSIBILITIES

• Delivery of friendly, quick, accurate and efficient customer service
• Assist clients with, amongst other the following:
  • Personal information, address and other details
  • Chequebooks
  • Debit orders
  • Stop payments
  • ATM, debit and credit cards
  • PIN related queries
  • Issuing statements and account information
• Educate customers on the Bank's procedures and security requirements, including Customer Acceptance Screening Application (CASA) and Financial Intelligence Centre Act (FICA)
• Adhere to Absa policies and procedures when processing client requests
• Adhere to legislation and regulatory requirements, including Financial Information Centre Act (FICA), Code of Banking Practice and Money Laundering
• Adhere to all audit requirements
• To be updated and informed of banking products
• To pass on leads to Retail Sales Consultants
• Log all complaints and compliments on Customer Care Process (CCP) system
• Report all suspicious activities and potential fraudulent transactions to management

COMPETENCIES

• Relating and networking
• Applying expertise and technology
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Adapting and responding to change
• Coping with pressure and setbacks
• Achieving personal work goals and objectives

MINIMUM REQUIREMENTS

• Grade 12 or NQF level 4 equivalent qualification
• One (1) year experience in an administrative capacity
• One (1) year experience in a customer facing position in a retail environment
• Proficient in MS Office (Word, Excel and Outlook)
• No criminal record

PREFERRED QUALITIES

• IOB Diploma or higher related qualification
• Accountancy and/or Mathematics passed at least on grade 12 level
• Teller experience
• Customer service experience in a bank
• Preference will be given to South African citizens or permanent residents with proof of permanent resident status

GENERAL

The appointment will be made in line with the Divisional Employment Equity strategy

The ideal candidate will have the following competencies:

Ability

• determine customer needs through interaction with client
• attempt to resolve customer enquiries at the first point of contact
• update demographics such as address changes, name changes
• explain the campaign details to customers in brief and direct them to the Sales Consultant for further action
• educate customers on the Banks procedures, security requirements
• adhere to banks policies and procedures when processing client requests
• identify sales leads and cross selling opportunities by talking to customers to understand their needs and requirements
• update standing order instructions based on information supplied by customers

Experience

• legislation and compliance
• image management
• interpersonal
• communication
• information handling

Knowledge

• product
• legislative
• fraud awareness and risk management

At Absa, we are committed to creating a workplace which provides an opportunity for all employees and potential employees to fully optimise their potential by working for an Employer of Choice. Absa is continually searching for talented individuals to join our team and would like to invite you to apply for vacancies listed on our site that match your skills, qualifications and ambitions.

Apply online before 08/01/2012.
Please note that Recruiters may delete or expire jobs at any time.