Customer Experience Executive at ABSA
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.
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Job Summary
To drive and deliver exceptional operations business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence in branches with up to 25 staff members or branches with single customer categories.
• To ensure robustness of controls in branches by performing controls activities as required
• To provide branch Customer Service and resolve customer complaints
• Actively be part of and play a part in the TRANSFORM programme.
Job Description
Main accountabilities
Sales:
20%
- Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.
- Cross-sell appropriate customer needs related products face to face
- Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards
- Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
- 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
- Support the Branch Manager in undertaking community engagement activities to build Absa’ business profile in the local market.
- Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.
- Works to achieve sales and service targets
- Maintain statistics and monitor progress of target reporting
- Ensure customer on boarding process is adhered to as per the procedure.
- Delivering an individual assigned financial target on local business
- Account Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints – Branch Maker (Sybrin)
Issuing of ATM Card Pins or cards as advised by the Branch Manager
Business Management 5%
- Maintain statistics and monitor progress of target reporting.