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3 Customer Service Advisors Interns Job at Absa Bank

3 Customer Service Advisors Interns Job at Absa Bank

3 Customer Service Advisors Interns Job at Absa Bank

Dar es Salaam

Job Description

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, reset our future, and shape our destiny as a proudly African group.

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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 a possibility.

Job Summary

Dispense and receive cash and related instruments. Provide customer service to walk-in branch customers.

3 Customer Service Advisors Interns Job at Absa Bank

Job Purpose

Dispense and receive cash and related instruments. Provide customer service to walk-in branch customers.

Main accountabilities and approximate time split

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Cash counter service: 40%

  • Cashing of cheques and withdrawals.
  • Supervising other tellers at the counter
  • Process both cash and cheque deposits/credits
  • Purchase and sale of foreign currencies
  • Answer general customer inquiries at the cash counter
  • Balance cash in own till and assist other tellers for balancing in case of need
  • Groom vouchers for onward processing at the central processing unit or back-office
    cross-selling of bank products and services
  • Provide referral services to the customers on bank products
  • Undertake Customer Service Advisor & inquiries duties as required in order to provide excellent customer service at the counter as a backup only.
  • On occasion, own and manage customer queries and complaints by taking ownership and resolving them in a timely manner.
  • Back up ATM card printing.

Cash management – strong room custodianship: 30%

  • Cash sorting and repatriation.
  • Monitor cash levels held in the strong room throughout the day to ensure that both elements are within limits.
  • Order branch cash from the cash provider or central bank in accordance with limits set by the country head office.
  • Immediately escalate all cash issues directly to the Branch Operation Team Leader / Branch Operation
  • Manager in accordance with current procedures.
  • Ensure front-line Customer Service Advisors package cash correctly.
  • Recommend re-order levels of cash to the Head custodian as per demand.
  • Ensure All tellers and vault balance before the branch is closed (Branch Cash Reconciliation)
  • Basically, work as co custodian
  • Manage Tellers and Vault interaction.

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Cash management –ATMs: 20%

  • Restock the ATM cash supply.
  • Sort cash for the ATM to ensure that it is clean cash e.g. straightening the notes etc. Repatriate any unusable cash to the cash supplier.
  • Call the external maintenance company for mechanical failure and administration with minimum disruption to ATM uptime.
  • Reconcile ATM cash daily. Independently per ATM
    Responsible for ATM uptime and repairing small faults before reporting to the ATM maintenance company.
  • Also reports faults to the ATM manager on the day they occur.
  • Visit all ATMs within the area on each non-working day to check whether the ATM is still operational and adequately stocked.
  • Immediately escalate all required ATM issues directly to the Branch Operations Manager or Operations Team Leader

Colleague: 10%

  • Provide cover for the Branch custodian
  • Provide honest, direct, and constructive feedback to other
  • Share knowledge experience and best practices with team members

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Risk and Controls Objectives

  • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa
  • Operational Risk Framework and internal Absa Policies and Standards:
  • Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
  • Understanding your own role in the end-to-end processes in which you play a part, including applicable risks and controls.
  • Adhere to Barclay’s policies and procedures applicable to their own role, demonstrating sound judgment 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 the 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 by the deadline

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Technical skills / Competencies

  • Strong numeracy skills
  • Excellent attention to detail
  • Leadership skills
  • Delivering results and meeting customer expectations
  • Achieving personal work goals and objectives

Knowledge, Expertise, and Experience

Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services, and policies

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Essential

  • Detailed knowledge of the bank’s processes and rigor requirements related to cash
  • Cash handling knowledge
  • Systems knowledge

Preferred

Cash management and banks knowledge

Experience & qualification

Proven track record in dealing with physical cash

Preferred

Graduate

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TRAINING REQUIREMENTS SPECIFIC TO THE ROLE

Essential

  • training
  • Telephone skills
  • PD team member training
  • Discipline and Grievance
  • Know Your Customer/Suspicious Transaction Monitoring/Anti-Money Laundering
  • Fraud Prevention/Awareness
  • Operational awareness
  • ATM training

Preferred

  • Customer Service
  • PC Skills including Keyboard skills
  • Product Training
  • General training on internal audit practice

Key issues over the next 12 – 24 months

Completing the Skills Workbook

Additional details

(of exceptional aspects of demands of the role)

The role requires working on non-business days on a regular basis.

Absa Behaviors

(of particular importance to this role)

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Drive Performance

  • Delight Customers
  • Build Pride and Passion
  • Execute at Speed
  • Grow Talent and Capability
  • Protect and Enhance our Reputation

Additional criteria qualities

High level of personal integrity and honesty

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Absa Values

Absa Values and Behaviors represent the set of standards that governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa is being assessed and rewarded:

  • I drive high performance to achieve sustainable results
  • I’m obsessed with customer
  • I have an African heartbeat
  • I believe our people are our strengths

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce, and Management Studies (Required)

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