Customer Experience Executive

Benefits

Additional Information

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. My Career Development Portal : Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility. Job Summary To provide banking services accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in TZ (NBC), Botswana, Kenya. Please contact Reward for details. Job Description Customer Service & Operational Rigor: Dispense and receive physical cash, cheques, travellers' cheques, drafts and other financial instruments over the counter to walk-in primarily retail banking customers. Where required, process foreign currency travellers' cheques, either by issuing or cashing such cheques. Before processing each transaction, verify that all the required information for the transaction is accurate and complete in accordance with the bank's procedures (for example when cashing a cheque, verify the date, bank name, customer's ID and validity of the cheque, check amount number and amount in words agree, that customer has sufficient funds etc.). Refer any concerns to the Team Leader Cash or Branch Coordinator for follow-up and decision-making on whether to proceed. Refer any transactions more than teller limits to the next level for authorisation. Capture all transactions on the bank's system and ensure that all transactions are properly authorised before processing. Carefully count all cash received or dispensed to ensure that errors are avoided. Absa has a zero-tolerance policy for teller errors and appropriate action will be taken, which may include formal disciplinary procedures. Undertake end to end cashier duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer service at the counter. Undertake all end-to-end banking hall duties e.g. mailing, cheque book & statement transactions and processes. Identify when & where to refer customers to an appropriate area of delivery for specialist sales help or advice. Deliver world class customer service practices and ensure adherence to Absa Service standards. Own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents. Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day. Open and close tills according to the bank's procedures, including physically securing the till according to requirement set out (e.g. physically chaining the till). Throughout each day advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash. Conduct snap checks as assigned by the Branch operations Manager from time to time. Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required. Perform any other duties as assigned from time to time. Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role Sales and Service Cross-sell appropriate customer needs related products face to face. Participate in the branch sales initiatives by effective lead generation. Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards. Assist customers in completion of Bank stationary, forms etc... Introduce customers to appropriate product/segment specialists. Undertake in-branch marketing, special campaigns, promotions etc... Deal with handling complaints in the Banking Hall. Works to achieve sales and service targets. Provide advice to customers on the cash process to ensure the smooth flow of transactions. When directly receiving customer enquiries, attempt to resolve the enquiry at the first instance by using the bank's systems. Only escalate to the Team Leader or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer's request. Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents. Explain the banks procedures, security requirements (such as the requ