Website Postbank (SOC) Ltd
Postbank is a bank by South Africans for South Africans and like all the other renowned commercial banks in the South African market, Postbank is all about serving the South African citizens and creating lasting value. The Bank’s core function is to provide cost-effective financial services to So… read moreuth Africans. It views itself as a banking and financial services provider that is orientated on the needs of the South African people and protecting their funds. MANDATE Postbank’s mandate of financial inclusion entails provision of the following services to all South African citizens: Grow savings Improve welfare Create a safe transacting environment; and Improve financial literacy
Purpose of the Job:
Responsible for the supervision of the issuing of bank cards to customers at the allocated sites. This includes the day-to-day management of the distribution including supervision of staff.
The Team Lead Customer Services (TL) serves as Postbank’s in-store banking representative within partnered retailers.
The TL provides frontline assisted support to Customer Service Clerk (CSC) who require help initiating or completing banking transactions for customers, bridging the gap between traditional in-branch experiences and digital/self-service channels (ATM Solutions, Mobile App, and USSD).
This role ensures every assisted transaction aligns with Postbank’s governance, KYC/AML, and operational standards, while maintaining a consistent customer experience across distributed banking channels.
Could be requested to move across sites within a 30km radius should we not be able to get all the listed sites above.
Job Responsibilities:
Do pre-test on equipment allocated for functionality, ensure access to front end system, and report any issues to the Regional Operations Managers.
Ensure all distribution sites are operational i.e. all dignity services, marketing material, stationery, cards and equipment are available. Escalate issues to the Regional Operations Manager if required.
Ensure that staff follow the SOPs that have been documented.
Ensure that each site is appropriately staffed on a day-to-day basis. Re-allocate customer service clerks from 1 site to another if required.
Attend to all issues raised by staff based at the various distribution points. Escalate issues that cannot be resolved to the Regional Operations Managers
Oversee the accurate completion of daily attendance registers by staff and ensure timeous submission of weekly attendance time sheets.
Report any system related issues to the Regional Operations Managers and/or contact centre to assist in resolution.
Send daily reports, statistics as per SOP to Regional Operations Managers or as and when required.
Perform ad hoc allocation of Customer Service Clerks for system access and authorise on the system.
Ensure queues at the distribution sites are appropriately managed.
Ensure all customer complaints are attended to promptly.
Ensure all issues raised by other stakeholders (e.g. Retailers, Landlords, etc.) are dealt with promptly.
From time to time the Team leader may be required to issue cards to customers if clerks are absent.
Qualifications and Experience:
Matric (Grade 12) – essential
NQF 5 or higher in Banking / Financial Services / Customer Management – preferred
Minimum 2 years’ customer-facing or teller experience (Banking / Retail / Financial Services)
Familiarity with Postbank or similar financial platforms advantageous
Experience as a Customer Services Consultant/Cashier or in any other Customer Service role will be an added advantage.
Supervisor/ Team Lead experience will be an added advantage.
Ms Office: Ms Word, Ms Excel, PowerPoint and Outlook
Code 8 Driver’s License and Own Car Essentia
Skills and attributes:
Listening skills; Understanding of Postbank products & services.
Ability to communicate in the most commonly used local language of the area;
Interpersonal skills;
Time management;
Stress management;
Basic financial skills;
Familiarity with Switch/Core Banking concepts.
Honesty & Integrity; Customer orientated.
Basic digital literacy (Mobile App / USSD / ATM processes).
Experience using customer service tablets, barcode printers, or POS systems.
Must be able to work under pressure.
Flexibility;
High attention to detail;
Accuracy and mental alertness;
Ability to work independently and in a team;
Clean criminal record.
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