Empowering Africa\u2019s tomorrow, together\u2026one story at a time.<\/p>\n
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.<\/p>\n
My Career Development Portal:\u00a0Wherever 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.\u00a0You are possibility.
\nJob Summary
\nBased in a branch 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 level as appropriate.
\nJob Description
\n95%
\nSales & service:<\/p>\n
Opening Current accounts, savings products, packaged loan products, card products, and any other bank product or service assigned for sales, etc.
\nUndertake customer service initiatives\/requirements for face-to-face customers to pre-determined service standards
\nOpening Current accounts, savings products, packaged loan products, card products etc.
\nBuilding relationships with existing customers to pro-actively anticipate and address future customer needs and identify sales opportunities.<\/p>\n
Cross-sell appropriate customer needs related products face to face
\nComplete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
\nAssist customers in completion of Bank stationary, forms etc.<\/p>\n
Introduce customers to appropriate product\/segment specialists<\/p>\n
Undertake in-bound and out-bound marketing, special campaigns, promotions etc.<\/p>\n
Deal with handling complaints in the Banking Hall
\nReview merchandising \u2013 general Banking Hall appearance, displays, cleanliness, tidiness etc.
\nWorks to achieve service and sales targets
\nMaintain statistics and monitor progress of target reporting
\nEnsure on boarding process and relationship deepening.
\nDelivering an individual assigned financial target on local business.<\/p>\n
5%
\nBusiness Management:<\/p>\n
Maintain statistics and monitor progress of target reporting<\/p>\n
Risk and Controls Objectives
\nEnsure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards
\n\u00a0<\/p>\n
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
\nUnderstanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
\nAdhere to Absa\u2019s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
\nReport 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 could be prevented.
\nContinuous and proactive engagement with regulatory bodies, unions where applicable
\nAll mandatory training completed to deadline<\/p>\n
Be seen\/heard doing\/being\u2026\u2026\u2026\u2026
\nIn an Operations context:<\/p>\n
Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice, etc., sharing it with colleagues and applying it to day-to-day operations.
\nSupporting, and where appropriate leading, effective client meetings; understanding and owning the customer\u2019s goals, promoting the full range of Absa products, and continuously developing long-term loyalty to the brand.
\nPlanning and effectively managing their schedules and time to invest in high value activities, building in buffer zones to cover ad-hoc activities.<\/p>\n
In a People context.<\/p>\n
Actively seeking feedback on their own performance from others and taking action to develop and improve their own capabilities.
\nActively contributing to the development of a \u201cteam culture\u201d across the Branch, including the Specialist sales teams.
\nBeing responsive to colleague queries and requests for support.<\/p>\n
Have the following impact on\u2026\u2026\u2026\u2026.
\n\u00a0
\nCustomers:<\/p>\n
Experience a consistently high standard of well-integrated customer service across all Network and Specialist propositions.
\nFeel important, appreciated and that their needs are understood.
\nFeel confident that Absa can make and save their money.
\nWill readily sign up to appropriate, additional Absa\u2019 products and services when offered and will recommend others to Absa based on their experience.<\/p>\n
Colleagues:<\/p>\n
Collaborate with him\/her routinely and naturally and treat them as a valued member of the Branch team.
\nDemonstrate confidence in the role holder as a colleague.<\/p>\n
The Business:<\/p>\n
See a motivated, high performing Branch team, working as one with their branch and operations colleagues, to achieve, and often beat, their plans and goals.<\/p>\n
Technical skills \/ Competencies
\n\u00a0
\nSkills & Competencies
\nWhat does the role holder need to be able to do\/be good at doing?<\/p>\n
Keyboard skills to operate relevant Customer Systems
\nBasic numeracy for maintaining sales records
\nTact and diplomacy
\nEmpathy
\nCommunication skills particularly oral
\nPresentation skills
\nNetworking
\nCommercial Awareness
\n\u00a0Building Relationships quickly
\nEffective interpersonal skills (effective questioning and active listening)
\nService Excellence
\nPersonal Drive
\nAbility to plan and organise<\/p>\n
Knowledge, Expertise and Experience
\nExperience
\nWhat does the role holder need to have done before?<\/p>\n
Operated in a customer facing role where service is paramount
\nExperience in service and sales environment
\nHas experienced a target driven role<\/p>\n
Knowledge
\nWhat does the role holder need to know\/know about and\/or be qualified in?<\/p>\n
Awareness of Banking products, tariffs and services and knowledge of bank systems
\nCustomer service standards
\nIT literate
\nSales standards in line with regulation
\nCompetitor information in relation to products and service
\nFully conversant with all Personal Sector products\/services\/tariffs
\nDetailed knowledge of relevant Customer systems to sell
\nGood knowledge of Bank\u2019s internal systems
\nAwareness of Group Services e.g. Absa card, Credit Scoring Unit and Central Operations Processing
\nA detailed knowledge of the Bank\u2019s Account Opening Policies and Procedures<\/p>\n
Other requirements specific to the role:<\/p>\n
Courtesy when dealing with a range of customers
\nInitiative required to satisfy customer needs and seize sales opportunities<\/p>\n
Training requirements specific to the role
\nSales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in account opening, and various bank systems. Also:<\/p>\n
Personal Banker\u2019s Course
\nSales & Marketing Course
\nCredit Scored Personal Lending Products
\nAccount Opening Procedures
\nKnow Your Customer<\/p>\n
Education
\n\u00a0
\nFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
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