Customer Service & Retention Officer at ABSA Bank Limited

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ABSA Group Limited Jobs 2024

About Us

Truly African
We are a diversified standalone
African financial services group, delivering an integrated set of
products and services across personal and business banking, corporate
and investment banking, wealth, investment management and insurance.

Absa
Group Limited is listed on the JSE and is one of Africa’s largest
diversified financial services groups with a presence in 12 countries
across the continent and around 41 000 employees.

Absa Group Limited
is listed on the JSE and is one of Africa’s largest diversified
financial services groups with a presence in 12 countries across the
continent and around 41 000 employees.

We
own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius,
Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in
Tanzania and National Bank of Commerce), Uganda and Zambia. We also have
representative offices in Namibia and Nigeria, as well as insurance
operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and
Zambia.

Customer Service & Retention Officer

Customer Service & Retention Officer at ABSA Bank Limited August 2024

• locations Zanzibar Main Branch – ABT
• time type Full time
• job requisition id R-15966941

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.

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 possibility.

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 preventedAll mandatory training completed
  to deadline

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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

CLICK HERE TO APPLY!