Customer Support Assistant

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/781v8k

ph3bOverview /b /h3 pWith 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 pMy Career Development Portal: Wherever 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. You are possibility. /p h3bJob Summary /b /h3 pWorking within the CIB function, the role holder will be responsible for developing and maintaining relationships with a portfolio of corporate customers. A named point of contact for customers in the portfolio dealing with sales and servicing requirements. The role will also include interface with customers that is facilitating and handling their queries/concerns. The role will include provision of support to other members of the Wholesale Banking function. /p h3bJob Description /b /h3 h3bCustomer Service /b /h3 ul lipHandle customers’ routine enquiries regarding the Bank’s standard tariff, deposit interest rates and general exchange rate information. /p /li lipDeal with customers’ general account queries, arrange inter account transfers and order statements. /p /li lipArrange for ordering of cheque books and paying in books, including any customised stationery. /p /li lipArrange opening, closing and transfer of accounts, as well as input and amendment of customer account details and changes in customer mandates. /p /li lipCo-ordinate set up, amendment and cancellation of regular payments instructions. /p /li lipPayment processing (including appropriate due diligence prior to release of payments). /p /li lipDeal with inward and outward payments (including obtaining necessary customer authorities). /p /li lipArrange deposit of funds with Treasury Department. /p /li lipObtain and action customer requests for International Payments through Trade Finance Department and /or other relevant centres. /p /li lipDevelop and maintain own contacts with individuals with customers organisation.



/p /li lipAct as principal point of contact in the absence of the Relationship Manager - deal with query if able and within responsibility or record and refer details of query for Relationship Manager. /p /li lipDeal with customer queries regarding branch-based Bank products and services, ensuring all issues are captured on the system, or any other MI system that is in use. /p /li lipDeal with customer complaints to rectify causes to avoid recurrence of similar queries/complaints, in accordance with procedures. /p /li lipChampion a culture of operational excellence to deliver ever- improving performance standards to corporate customers. /p /li lipIdentify improvements to processes and procedures that will improve the delivery of excellent operational service and effectiveness, and champion these improvements, within agreed guidelines. /p /li lipConducts customer reviews in line with Bank standards and implement any action as prescribed by Compliance, Risk and Audit. /p /li lipSupport the adoption of digital platforms for the Bank’s clients (including but not limited to Absa Access Online, Trade Management Online, Host to Host platforms). /p /li lipLogging of customer complaints on Salesforce and follow up for appropriate resolution. /p /li lipLogging of incident reports on OpenPages and follow up for appropriate resolution. /p /li /ul h3bBusiness Management /b /h3 ul lipSupport the Relationship Manager for the update and entry of call reports on Salesforce. /p /li lipCollate customer information on servicing performance for Relationship Managers (including volume of transactions and income). /p /li lipApply amendments to account details following discussion with Corporate Managers’ Assistant or Relationship Manager, including borrowing limits, rates, and interest and commission charges.



/p /li lipCo-ordinate preparation and execution of account related documentation including mandates and application forms. /p /li lipOpen and close accounts and arrange drawdown of facilities following discussion with Corporate Managers’ Assistant or Relationship Manager. /p /li /ul h3bGovernance and Control /b /h3 ul lipTo be fully aware of external regulatory and legal requirements, and internal policy, risk and control environment and adhere to all related guidance and processes. /p /li lipEnsure compliance and adherence to Absa group policies such as, Financial Crime, Anti Money Laundry, politically exposed persons, financial sanctions and prohibitions, reputational risk policy, Absa’ sanctions policy, Absa correspondent banking policy and any other appropriate policies. /p /li /ul h3bKnowledge /b /h3 ul lipGood knowledge of branch-based products and services frequently used by corporate customers including features and set up arrangements. /p /li lipGood knowledge of internal instructions/procedures including H.O. Instructions, Computer Accounting Instructions, Corporate Service guide and other in-house manuals. /p /li lipGood knowledge of the roles and responsibilities of other members of the relationship teams. /p /li lipAwareness of the products and services offered by the Personal Sector, including features and requirements to set up products, e.g. use of automated Credit System and Personal Credit. /p /li lipUndertaking of the roles and responsibilities of individual bases in the branch. /p /li lipUndertaking of roles and procedures for dealing with members of Personal Lending Team. /p /li lipUnderstanding of the roles and responsibilities of individuals bases in the other Business Units. /p /li lipGood knowledge of the Bank’s service standards (including Service Initiative, National Complaints Initiative, Code of Business and Personal Banking). /p /li /ul h3bQualifications/ Experience /b /h3 ul lipDegree with minimum 2 years relevant experience or equivalent of 5 years bank related experience /p /li /ul h3bEducation /b /h3 pFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required) /p /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/781v8k