Customer Service Advisor – Intern-2 job at Absa Group Limited

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Vacancy title:
Customer Service Advisor – Intern-2

[ Type: FULL TIME , Industry: Banking , Category: Customer Service ]

Jobs at:

Absa Group Limited

Deadline of this Job:
13 August 2022  

Duty Station:
Within Tanzania , Dar es Salaam , East Africa

Date Posted: Saturday, July 30, 2022 , Base Salary: Not Disclosed

Customer Service Advisor – Intern-2 at Absa Group Limited

_Job Summary_

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

_Job Description

• 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.

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

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

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


• Cash management and banks knowledge

Experience & qualification

• Proven track record in dealing with physical cash


• Graduate

Training Requirements Specific To The Role


• training
• Telephone skills
• PD team member training
• Discipline and Grievance
• Know Your Customer/Suspicious Transaction Monitoring/Anti-Money
• Laundering
• Fraud Prevention/Awareness
• Operational awareness
• ATM training


• Customer Service
• PC Skills including Keyboard skills
• Product Training
• General training on internal audit practice

Key issues over the next 12 – 24 months

Completing the Skills Work book

Additional details (of exceptional aspects of demands of the role)

• The role requires working on non-business days on a regular basis.

Absa Behaviors (of particular importance to this role)

Drive Performance

• Delight Customers
• Build Pride and Passion
• Execute at Speed
• Grow Talent and Capability
• Protect and Enhance our Reputation

Additional criteria qualities

• High level of personal integrity and honesty

Absa Values
• Absa Values and Behaviors represent the set of standards which governs
• the actions of all of us who work for the bank and against which the
• performance of every one of us in Absa are being assessed and rewarded:

• I drive high performance to achieve sustainable results
• I’m obsessed with customer
• I have an African heartbeat
• I believe our people are our strengths

• Higher Certificates and Advanced National (Vocational) Certificates:
• Business, Commerce and Management Studies (Required)

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
Click Here To Apply