Customer Services Clerk - Eastern Cape at Postbank (SOC) Ltd

Purpose of the Job

• The Customer Service Clerk (CSC) serves as Postbank’s in-store banking representative within partnered retailers.
• The CSC provides frontline assisted support to customers who require help initiating or completing banking transactions, bridging the gap between traditional in-branch experiences and digital/self-service channels (ATM Solutions, Mobile App, and USSD).
• This role ensures every assisted transaction aligns with Postbank’s governance, KYC/AML, and operational standards, while maintaining a consistent customer experience across distributed banking channels.
• Could be requested to move across sites within a 30km radius should we not be able to get all the listed sites above

Job Responsibilities
Customer Interaction & Support

• Welcome customers and identify their service need (deposit, withdrawal, redemption, balance, or book update).
• Authenticate customers using ID and/or registered MSISDN.
• Verify account status (CIF profile, KYC, AML compliance).
• Educate customers on Postbank’s digital channels and how to use them.
• Maintain professional, empathetic, and efficient service at all times.

Transaction Facilitation

• Initiate assisted transactions using the CSC terminal/tablet.
• Generate secure barcodes or OTP slips for cash transactions (Deposits / Withdrawals / Book Updates).
• Print and hand the customer the barcode slip to present to the Retailer Teller for completion.
• Confirm the transaction status post-fulfilment via the Ops Console.
• Handle exceptions (expired OTPs, invalid accounts, failed validations).

Operational Controls & Governance

• Ensure all vouchers/tokens follow defined lifecycle states (Created → Used → Expired → Cancelled).
• Submit daily reconciliations to Postbank’s operational team.
• Log all exceptions and escalations for Call Centre/Back Office resolution.
• Adhere to security, data privacy, and anti-fraud protocols.
• Comply with voucher expiry policies (≤ 60 minutes) and reporting obligations.

Customer Education & Migration

• Promote the use of self-service channels (ATM Solutions, Mobile App, USSD).
• Demonstrate in-app or USSD processes where possible.
• Support first-time digital activations (device linking, PIN resets).

Service & Quality

• Maintain service standards in accordance with Postbank’s Service Level Agreements (SLAs).
• Participate in continuous service-improvement feedback loops with the Regional Supervisor.
• Ensure all customer data is treated with strict confidentiality.

Minimum Qualifications and Experience Required

• Matric (Grade 12) – essential
• NQF 5 or higher in Banking / Financial Services / Customer Management – preferred
• Minimum 2 years’ customer-facing or teller experience (Banking / Retail / Financial Services)
• Familiarity with Postbank or similar financial platforms advantageous
• Experience as a Customer Services Consultant/Cashier or in any other Customer Service role willbe an added advantage.
• Ms Office: Ms Word, Ms Excel, PowerPoint, and Outlook