New Job Vacancy at ABSA Bank Limited Tanzania, Customer Service Advisor – Intern-3

Job Summary
Dispense and receive cash and related instruments. Provide customer service to walk-in branch customers.

Job Description
Job Purpose
Dispense and receive cash and related instruments. Provide customer service to walk-in branch customers.

Main accountabilities and approximate time split
Cash counter service: 40%

• Cashing of cheques and withdrawals.
• Supervising other tellers at the counter
• Process both cash and cheque deposits/credits
• Purchase and sale of foreign currencies
• Answer general customer enquiries at cash counter
• Balance cash in own till and assist other tellers for balancing in case of need
• Groom vouchers for onward processing at the central processing unit or back-office
• cross-selling of bank products and services
• Provide referral services to the customers on bank products
• Undertake
  Customer Service Advisor & enquiries duties as required in order to
  provide excellent customer service at the counter as a backup only.
• On occasion, own and manage customer queries and complaints by taking ownership and resolving in a timely manner.
• Back up ATM card printing.

Cash management – strong room custodianship: 30%

• Cash sorting and repatriation.
• Monitor cash levels held in the strong room throughout the day to ensure that both elements are within limits.
• Order branch cash from the cash provider or central bank in accordance with limits set by the country head office.
• Immediately
  escalate all cash issues directly to the Branch Operation Team Leader /
  Branch Operation Manager in accordance with current procedures.
• Ensure front-line Customer Service Advisors package cash correctly.
• Recommend re-order levels of cash to the Head custodian as per demand.
• Ensure All tellers and vault balance before branch is closed (Branch Cash Reconciliation)
• Basically work as co custodian
• Manage Tellers and Vault interaction.

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Cash management –ATMs’: 20%

• Restock the ATM cash supply.
• Sort
  cash for the ATM to ensure that it is clean cash e.g. straightening the
  notes etc. Repatriate any unusable cash to the cash supplier.
• Call the external maintenance company for mechanical failure and administration with minimum disruption to ATM uptime.
• Reconcile ATM cash daily. Independently per ATM
• Responsible
  for ATM uptime and repairing small faults before reporting to the ATM
  maintenance company. Also reports faults to the ATM manager on the day
  they occur.
• Visit all ATM’s within the area on each non-working day to check whether the ATM is still operational and adequately stocked.
• Immediately escalate all required ATM issues directly to the Branch Operations Manager or Operations Team Leader

Colleague: 10%

• Provide cover for Branch custodian
• Provide honest, direct and constructive feedback to other
• Share knowledge experience and best practice with team members

Risk and Controls Objectives

• Ensure
  that all activities and duties are carried out in full compliance with
  regulatory requirements, Absa Operational Risk Framework and internal
  Absa Policies and Standards:
• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere
  to Barclay’s policies and procedures applicable to own role,
  demonstrating sound judgement and responsible risk management.
• Report
  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.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• All mandatory training completed to deadline

Technical skills / Competencies

• Strong numeracy skills
• Excellent attention to detail
• Leadership skills
• Delivering results and meeting customer expectations
• Achieving personal work goals and objectives

Recommended:

Knowledge, Expertise and Experience
(Relating
to specialist knowledge and expertise required to undertake the role.
May include knowledge of the Bank’s products, services and policies)
Essential

• Detailed knowledge of the banks processes and rigour requirements related to cash
• Cash handling knowledge
• Systems knowledge

Preferred
Cash management and banks knowledge

Experience & qualification
Proven track record in dealing with physical cash

Preferred
Graduate

TRAINING REQUIREMENTS SPECIFIC TO THE ROLE