Summary
Date Posted: Monday, February 24 2025, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana, Kenya. Please contact Reward for details.
• An interface between Back-Office and Front-line staff. To facilitate workflow for onward processing between the two so that the later minimise movements from their workstations hence improving the quality of service to customers.
• Perform any other duties as assigned by the line Manager.

Job Description
Providing customer service and support: Answer inbound calls and respond to written queries timeously. Managing all queries through to resolution ensuring that first call resolution is adhered to at all times. Resolve all complaints within agreed service level timeframes | Strict adherence to risk and compliance: Authenticate existing and third party customers and meet security measures, also in accordance to the National Credit Act. Strictly adhere to all risk and governance policies and procedures | Self-development: Owning and being proactive about own training and development | : | : | : | : | :

Key Accountabilities
Transaction Processing 40%
• Check and ensure that all entries are duly signed before processing. Ensure laid down due diligence procedures including FTOS is observed.
• Perform teller remote authorisation for Cashiers transactions.
• Ensure all items being sent to other departments. are recorded /scheduled and have a Rotation number. Keep a control copy to track Turnaround Time (TAT). Chase for acknowledgements for outstanding control sheets. Escalate to Branch Manager or BOM if not resolved.
• Work on all instructions immediately upon receipt to avoid loss of business due to delays. Finish all the day’s work within the normal working hours.
• Ensure that all account opening mandates are checked for quality assurance before they are sent to Record Management department for archiving.

Rigour 5%
• Conduct Snap checks as assigned and within the agreed time frames.
• Hold keys for the Strong Room without any compromise.
• Loading of Loan Applications and other customer instructions on Sybrin.

Customer Service 5%
• Always practice the tenets of TCF (Treating Customers Fairly)
• Respond to telephonic customer inquiries.
• Act as principle point of contact between retail and operations through escalating all Back Office inquiries to the relevant depts. and tracking the turnaround time.

Cash and ATM Management Procedures – 40%
• Responsible for managing the vault and all cash supplies on the tills (beginning and end of day and intra-day )as well as cash sorting and CIT repatriation.
• Ensure that the CIT end to end procedures are adhered to.
• Supervise cashiers and ensure timely resolution of cash differences.
• Perform Cashiers regular surprise checks and maintain a record of the checks for audit trail.
• Monitor cash levels held by the cashiers and in the vault throughout the day to ensure that both elements are within limits.
• Order Branch cash from cash provider or central Bank in accordance with limits set by the country head office.
• Assist with daily reconciliation of Branch total cash and immediately escalate all cash issues directly to the Branch Manager or BOM in accordance with current procedures.
• Ensure cash is packed /bundled correctly by front line/Tellers.
• Count all cash received or dispensed in detail to ensure that errors are avoided .The Bank has a zero tolerance policy for teller/cash errors and appropriate action will be taken, which may include formal disciplinary procedures.
• Own and manage internal Branch Ops queries and complaints related to cash by taking ownership and resolving in a timely manner.
• Ensure that Bulk stock of controlled stationery is balancing daily.
• Take stock and account for the working stock controlled stationery boxes to be locked in the vault as part of the close of day Branch checks.
• Ensure that all cash transaction records are kept meticulously and in accordance with Bank procedures. Ensure you make such documents
available for review /control purposes when required.
• Hold one of the two keys to the vault and/or strong room without compromising.
• Reconcile vault cash daily i.e. at the beginning and at the end of each day, as well as when cash is restocked in the course of the day.
• Responsible for managing the cash in the ATM and all cash supplies to the ATM.
Branch Administration 5%
• Receive, open and sort internal mail not marked confidential and deliver to the relevant areas for follow up action.
• Ensure all outgoing mail from the branch is collected by the external provider daily. Follow up with the provider when items are not collected timely.
• Complete daily/ monthly / quarterly/annual returns for signoff by the Branch Manager or BOM

System Administration 5%
• Act as one of the Systems Administrator for Start and End of Day and user maintenance.
• Report all branch system failures to local IT help desk. Conduct system checks as directed by IT and ensure any unresolved issues are taken up by IT. Escalate outstanding issues to the Team Leader/Branch Manager when required.

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

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
• To apply for this job please visit absa.wd3.myworkdayjobs.com.

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