PURPOSE OF THE JOB
To maximise the customer experience by providing a courteous and professional reception service to walk in customers in accordance with Absa service standards, image and brand.
RESPONSIBILITIES
- Receive and greet all walk-in customers to the branch, determine their needs and direct them to the correct department
- Walk the queues to determine if customers can be served through alternative means
- Promote the use of alternative delivery solution channels to customers e.g. Internet Banking and Cell phone Banking.
- Regulate the flow of customers and inform the Manager Customer Service and Hosting if there are not sufficient staffs available
- Assist customers using the in-branch Internet Kiosk to log in and to do transactions, on request
- Refer complex internet banking queries to the Contact Centre helpdesk
- Assist customers using in-branch ATM's, on request
- Note suggestions that could improve customer service and supply the information to the branch management team
- Participate in improvement projects on request
- Identify customer needs by actively listening and asking appropriate questions
- Forward sales leads to the applicable sales staff
- Ensure that the brochures in the Banking Hall is available and in good order
- Ensure that the queue TV is in good working condition and operational during banking hours
- Ensure that the Banking Hall is clean, well maintained and presentable
- Ensure that Branding and signage in the Banking Hall is updated and relevant
- Relating and networking
- Persuading and influencing
- Analysing
- Creating and innovating
- Planning and organising
- Delivering results and meeting customer expectations
- Grade 12 or equivalent NQF level 4 qualification
- Three (3) years Retail Banking experience
- Two (2) years experience in a customer facing role in a retail bank branch
- Proficient in MS Office (Word, Excel and Outlook) and the Internet
- No criminal record
PREFERRED REQUIREMENTS
- Teller experience
- Sales support experience
- Preference will be given to South African Citizens and Permanent residents of South Africa in possession of 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
- receive and greet all walk-in customers to the branch, determine their needs and direct them to the correct department
- walk the queues to determine if customers can be served through alternative means
- regulate the flow of customers and inform the Manager Customer Service and Hosting if there are not sufficient staffs available
- promote the use of alternative delivery solution channels to customers e.g. Internet Banking and Cell phone Banking
- refer complex internet banking queries to the Contact Centre helpdesk
- assist customers using the in-branch Internet Kiosk to log in and to do transactions, on request
- ensure that the queue TV is in good working condition and operational during banking hours
- note suggestions that could improve customer service and supply the information to the branch management team
Experience
- conflict management
- interpersonal
- verbal communication
Knowledge
- world class management practices
- corporate image and branding
- Absa service standards
- retail product
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.
Post a Comment