Customer Service & Retention Officer at ABSA | August 2024

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Job Summary

Reporting to the Head of Sales & Workplace Banking, the Service Assistant has the core responsibility to open and perform maintenance on customer accounts, Monitor leads and coordinate information for the Sales Relationship Manager on the entire portfolio and conduct Customer Lifecycle Management.

Job Description

Main Accountabilities

Main Accountabilities and approximate time split

Account Opening & Maintenance 75%

• Receive and record account opening and maintenance application forms from the sourcing team (Relationship Managers)
• Vet all documents against KYC checklist for KYC Compliance.
• Return applications that don’t pass the physical check to the sourcing team
• Scan application forms onto Sybrin.
• Capture customer details in e-box/ KAMLS
• Archive cases upon completion of maintenance process as per records management policy.
• Portfolio sharing to employers.
• Company salary reporting to collections.
• TAT/RTS Management.

Customer Retention 20%

• Introduce Absa Bank products and services to potential customers
• Promotional Emailers & Messages to customers
• Cross sell new products and services to existing customers
• Refer potential sales leads to Relationship Managers and for closure
• Notify and advise new and existing customers about their newly opened accounts and advise them to fund.
• Call, Email and advise customers to re activate zero balance account and activate never used accounts (Standard Customers Sourced by LGs withing 24 hours)
• Reactivation of previously used accounts that are inactive
• Collecting market /competitor information from the market and feeding this to the Business with a view to improving our products
• Receive and channel customers’ feedback /complaints to appropriate units/functions in the bank.
• Identify and discuss customer challenges and offer solution.
• Follow the standard sales/calling scripts for different products

Business Management                 5%

• Support the team with Vendor Management e.g., Stationery ordering, assets servicing, Assets Management etc.
• Work with and support the team to deliver exceptional business objectives
• Work cross functionally with the key service providers to ensure seamless

Risk and Controls Objectives

• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa policies and procedures applicable to own role, demonstrating sound judgement 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 future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors can be prevented

• All mandatory training completed to deadline

Technical Skills/Competencies

• Relationship skills
• General Corporate skills
• Communications skills
• Basic computer skills

Knowledge, Expertise and Experience

• Excellent Planning & Organisation skills
• Very strong Communication & questioning skills-English and Swahili
• Good numeracy & analytical skills
• Networking
• Good Selling/influencing skills
• Quality consciousness
• Presentation skills
• Listening skills
• Identification of customer needs
• Customer service.
• Ability to handle objections/rejections
• Self –drive

Experience, qualifications, and other requirements specific to the role

Essential

• Experience in and/or understanding of Financial Services environment
• Graduate calibre with business university degree (preferably finance or accounting) with other relevant professional qualifications.
• Knowledge in Accounting (Added Advantage)
• Certificate of Proficiency (COP) holder (Added Advantage)

Absa Behavior’s: of particular importance to this role

• Drive Performance

• Delight Customers

• Build Pride and Passion

• Execute at Speed

• Grow Talent and Capability

• Protect and Enhance our Reputation

Absa Values

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

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)