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.
Vacancy: Customer Service Advisor – Intern at ABSA
Title: Empowering Africa’s Future Together, One Story at a Time
Join our family for a career that spans over a century, combining a rich history with local roots and global expertise. At our bank, you have the chance to contribute to a thrilling journey of growth, reset our future, and play a role in shaping our destiny as a proudly African group.
My Career Development Portal: Wherever you are in your professional journey, we are here for you. Design your future with the support of cutting-edge guidance, tools, and resources that unlock your potential. You are Absa. You are the embodiment of possibility.
Job Summary: As a vital member of our team, you will be responsible for dispensing and receiving cash and related instruments, providing customer service to walk-in branch customers.
Job Description:
40% – Cash Counter Service:
- Execute cashing of cheques and withdrawals.
- Supervise other tellers at the counter.
- Process both cash and cheque deposits/credits.
- Handle the purchase and sale of foreign currencies.
- Respond to general customer inquiries at the cash counter.
- Balance cash in your own till and assist other tellers when needed.
- Prepare vouchers for onward processing at the central processing unit or back-office.
- Engage in cross-selling bank products and services.
- Provide referral services to customers on bank products.
- Undertake Customer Service Advisor & enquiries duties as required to deliver excellent customer service at the counter (backup only).
- Manage customer queries and complaints, taking ownership and resolving issues in a timely manner.
- Backup ATM card printing.
30% – Cash Management – Strong Room Custodianship:
- Handle cash sorting and repatriation.
- Monitor cash levels in the strong room throughout the day to ensure compliance with limits.
- Order branch cash from the cash provider or central bank according to set limits.
- Escalate cash issues to the Branch Operation Team Leader / Branch Operation Manager as per procedures.
- Ensure cash is correctly packaged by front-line Customer Service Advisors.
- Recommend re-order levels of cash to the Head custodian based on demand.
- Ensure all tellers and vaults are balanced before branch closure (Branch Cash Reconciliation).
- Collaborate as a co-custodian.
- Manage Tellers and Vault interaction.
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20% – Cash Management – ATMs:
- Restock the ATM cash supply.
- Sort cash for the ATM to ensure cleanliness (e.g., straightening notes) and repatriate any unusable cash.
- Coordinate with the external maintenance company for mechanical failure and administration with minimal disruption to ATM uptime.
- Independently reconcile ATM cash daily per ATM.
- Ensure ATM uptime and repair small faults before reporting to the ATM maintenance company.
- Report faults to the ATM manager on the day they occur.
- Visit all ATMs within the area on each non-working day to check operational status and adequate stocking.
- Escalate all required ATM issues directly to the Branch Operations Manager or Operations Team Leader.
10% – Colleague:
- Provide cover for Branch custodian.
- Offer honest, direct, and constructive feedback to others.
- Share knowledge, experience, and best practices with team members.
Risk and Controls Objectives:
- Ensure all activities comply with regulatory requirements, the Absa Operational Risk Framework, and internal Absa Policies and Standards.
- Effectively manage risk and control by applying applicable risk frameworks and fostering a positive risk culture.
- Understand your role in end-to-end processes, including applicable risks and controls.
- Adhere to Absa’s policies and procedures, demonstrating sound judgment and responsible risk management.
- Report all risk events/incidents/issues using the defined process and actively contribute to understanding why they occurred and how to prevent them in the future.
- Proactively seek ways to enhance the control environment by considering potential risks and errors in your operating processes.
Continuous Improvement and Training:
- Engage proactively with regulatory bodies and unions when applicable.
- Complete all mandatory training by specified deadlines.
Technical Skills / Competencies:
- Strong numeracy skills.
- Excellent attention to detail.
- Leadership skills.
Education:
- Further Education and Training Certificate (FETC) in Business, Commerce, and Management Studies (Required).
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