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  • Posted: Jul 21, 2021
    Deadline: Not specified
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  • Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance. Barclays Africa Group Limited is 62.3% owned by Barclays Bank PLC and is listed on the JSE Limited. The Group is one of A...
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    Credit Card Sales (Everyday Banking) - PTA

    Job Description

    KEY RESPONSIBILITIES:

    The high level duties of the role:

    • Fulfil Customer Requests: Ensure that incoming calls are answered within the set timeframes and that all identified First Call Requests are adhered to.
    • First Call Resolution: Resolve incoming client or branch queries. Ensure that each call has been logged on ODP and a reference number provided to the customer. Adhere to prescribed turnaround times and report any outstanding items to respective Team Leader.
    • Adherence & Quality: Comply with Client Care set standards for example: House Rules, availability and behavior.
    • Compliance: Identify and verify each client before auctioning any requests. Ensure that security questions are asked, to ensure that the person on the other side of the telephone line is the client in question. 
    • Providing customer service and support: Answer inbound calls and respond to written queries timeously. Managing all queries through to resolution ensuring that first call resolution is adhered to at all times. Resolve all complaints within agreed service level timeframes 
    • Strict adherence to risk and compliance: Authenticate existing and third party customers and meet security measures, also in accordance to the National Credit Act. Strictly adhere to all risk and governance policies and procedures 
    • Self-development: Owning and being proactive about own training and development 

    EDUCATION AND MINIMUM REQUIREMENTS:

    • Matric or equivalent NQF level 4 qualification
    • National Diploma/Higher Certificate or equivalent NQF level 5 qualification or higher preferred
    • Certificate in Call Centre will be an advantage
    • At least 2-3 years banking ⁄ technology/ financial services environment experience.
    • At least 6-12 months experience in customer service.
    • Previous Call Centre/Contact Centre experience in resolving customer queries will be preferred

    Education

    • Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

    Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

    Absa Bank Limited reserves the right not to make an appointment to the post as advertised

    Method of Application

    Interested and qualified? Go to Absa on absa.wd3.myworkdayjobs.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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