Specialist: Customer Service

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

Supervise a team of consultants within Wholesale Operations with a view to ensuring excellent customer service to all Business customers through performance development methodology and compliance. Maximize the customer experience by ensuring that continuous, quality, quick and efficient service is delivered. To provide advice and support in the development & implementation of area of specialisation planning and associated service delivery processes, methods and techniques; enabling the provision of sound customer services.

Job Description

People Management:

• Supervise customer service consultants, data capturing, and distribution functions.
• Conduct weekly assessments and coaching sessions.
• Identify training needs and schedule courses.
• Maintain and enhance quality standards in customer service, products, and productivity.
• Mentor and coach team members to achieve business objectives.
• Develop and maintain relationships with peers and key stakeholders.
• Participate in recruitment and disciplinary processes.

Daily Operations:

• Recommend ways to improve Turn-around Times.
• Implement new processes and systems to optimize customer experience.
• Provide regular feedback to team members.
• Track and resolve customer complaints and escalations.
• Ensure consultants are trained and equipped with necessary skills and knowledge.
• Supply monthly Management Information statistics reports.

Risk, Control, and Governance:

• Ensure compliance with statutory, regulatory, and policy requirements.
• Identify and mitigate risk-related matters.
• Coach team members on processes and controls.
• Provide evidence to auditors or management assurance consultants.
• Escalate losses due to processing errors or internal fraud.

Self-Development:

• Maintain up-to-date knowledge of the Wholesale and Corporate Banking environment.
• Continuously seek opportunities for skill and knowledge development.
• Identify training needs and pursue relevant opportunities.
• Promote knowledge sharing and succession planning.

Education and Experience Required:

• NQF Level 5
• Minimum 3 years of General Banking experience
• Minimum 2 years in a Customer Service Role

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised