Job Summary
To deliver operational support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
* Dispense and receive physical cash, cheques, travellers' cheques, drafts and other financial instruments over the counter to walk-in customers.
* Process foreign currency travellers' cheques, either by issuing or cashing such cheques.
* Verify that all required information for each transaction is accurate and complete in accordance with bank procedures before processing. Refer any concerns to the Team Leader Cash or Branch Coordinator for follow-up and decision-making on whether to proceed.
* Capture all transactions on the bank's system and ensure that all transactions are properly authorized before processing.
* Undertake end-to-end cashier duties as well as managing timely cash evacuation and balancing of till, ensuring excellent customer service at the counter.
* Manage the banking hall duties e.g. mailing, cheque book & statement transactions and processes.
* Deliver world class customer service practices and adhere to Absa Service standards.
* Own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
* Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
* Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day.
* Open and close tills according to the bank's procedures, including physically securing the till.
* Advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash.
* Conduct snap checks as assigned by the Branch operations Manager from time to time.
* Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required.
* Cross-sell appropriate customer needs related products face to face.
* Participate in the branch sales initiatives by effective lead generation.
* Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards.
* Deal with handling complaints in the Banking Hall.
* Works to achieve sales and service targets.
* Provide advice to customers on the cash process to ensure the smooth flow of transactions.
* Resolve customer enquiries at the first instance using the bank's systems. Only escalate to the Team Leader or ask the customer to speak to an Inquiries Advisor when all other efforts have exhausted.
* Explain the bank's procedures, security requirements and services to customers.
* Inform customers of the value of using the Customer Feedback system and how the bank uses their feedback to improve service.
Key Responsibilities
* Manage cash availability and stock levels of both local and foreign currency.
* Place orders where necessary.
* Manage ATMs attached to the outlet and monitor operations reporting any breakdowns to technicians and service providers.
Requirements
Qualifications
* Minimum of a certificate or equivalent in Business-related field.
Experience
* At least 1-2 years' work experience in similar environment.
Skills and Knowledge
* Excellent Organization skills.
* Excellent oral communication skills.
* Basic Numeracy and analytical skills.
* Thoroughness, Customer focused.
* Keyboard skills to operate relevant Customer Systems and counter terminal.
* Basic numeracy for maintaining sales records.
* Communication skills particularly oral.
* Presentation skills.
* Excellent interpersonal skills, Planning Skills.
* Cash-counting technique.
* Tact and diplomacy when dealing with difficult or angry customers.
* Basic courtesy to determine customer needs.
* A working knowledge and understanding of relevant legislation.
* Working knowledge and understanding of banking cash management procedures.
* A good understanding of the outlet's performance objectives – growth of sales, risk, rigor, cost control and income contribution.
* Detailed knowledge of relevant Customer systems in order to sell.
* A detailed knowledge of the Bank's Account Opening Policies and Procedures.
* A detailed understanding of Central Bank's regulations on Treasury management and handling.
* A detailed understanding of the Bank's treasury operational and security procedures.
* A good awareness of the Banks service standards.