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.
Job Summary Based in a branch, the role holder will have responsibility for selling products and servicing customer needs on a proactive and reactive basis. The role holder will be required to meet minimum performance standards across service and sales, meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named Branch, but the role holder will be expected to work in and support other local branches as and when required. The role operates using pre-programmed systems and well-defined procedures, but there may be times when the role holder must address unforeseen situations, escalating to more senior levels as appropriate.
Job Description 95% Sales & Service:
• Opening Current accounts, savings products, packaged loan products, card products, and any other bank product or service assigned for sales.
• Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards.
• Building relationships with existing customers to proactively anticipate and address future customer needs and identify sales opportunities.
• Cross-sell appropriate customer needs related products face to face.
• Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
• Assist customers in completion of Bank stationery, forms, etc.
• Introduce customers to appropriate product/segment specialists.
• Undertake in-bound and out-bound marketing, special campaigns, promotions, etc.
• Handle complaints in the Banking Hall.
• Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness, etc.
• Work to achieve service and sales targets.
• Maintain statistics and monitor progress of target reporting.
• Ensure onboarding process and relationship deepening.
• Deliver an individual assigned financial target on local business.
5% Business Management:
• Maintain statistics and monitor progress of target reporting.
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 of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa's policies and procedures applicable to 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.
• Complete all mandatory training to deadline.
Technical Skills / Competencies:
• Keyboard skills to operate relevant Customer Systems.
• Basic numeracy for maintaining sales records.
• Tact and diplomacy.
• Empathy.
• Communication skills, particularly oral.
• Presentation skills.
• Networking.
• Commercial Awareness.
• Building Relationships quickly.
• Effective interpersonal skills (effective questioning and active listening).
• Service Excellence.
• Personal Drive.
• Ability to plan and organize.
Experience:
• Operated in a customer-facing role where service is paramount.
• Experience in service and sales environment.
• Has experienced a target-driven role.
Knowledge:
• Awareness of Banking products, tariffs, and services and knowledge of bank systems.
• Customer service standards.
• IT literate.
• Sales standards in line with regulation.
• Competitor information in relation to products and service.
• Fully conversant with all Personal Sector products/services/tariffs.
• Detailed knowledge of relevant Customer systems to sell.
• Good knowledge of Bank's internal systems.
• Awareness of Group Services e.g. Absa card, Credit Scoring Unit, and Central Operations Processing.
• A detailed knowledge of the Bank's Account Opening Policies and Procedures.
Education:
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce, and Management Studies (Required).
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