Specialist: Customer Service at Absa Group Limited (Absa)

Job Description

People Management:

• Supervise customer service consultants, data capturing, and distribution functions.
• Conduct weekly assessments and coaching sessions.
• Identify training needs and schedule courses.
• Maintain and enhance quality standards in customer service, products, and productivity.
• Mentor and coach team members to achieve business objectives.
• Develop and maintain relationships with peers and key stakeholders.
• Participate in recruitment and disciplinary processes.

Daily Operations:

• Recommend ways to improve Turn-around Times.
• Implement new processes and systems to optimize customer experience.
• Provide regular feedback to team members.
• Track and resolve customer complaints and escalations.
• Ensure consultants are trained and equipped with necessary skills and knowledge.
• Supply monthly Management Information statistics reports.

Risk, Control, and Governance:

• Ensure compliance with statutory, regulatory, and policy requirements.
• Identify and mitigate risk-related matters.
• Coach team members on processes and controls.
• Provide evidence to auditors or management assurance consultants.
• Escalate losses due to processing errors or internal fraud.

Self-Development:

• Maintain up-to-date knowledge of the Wholesale and Corporate Banking environment.
• Continuously seek opportunities for skill and knowledge development.
• Identify training needs and pursue relevant opportunities.
• Promote knowledge sharing and succession planning.

Education and Experience Required:

• NQF Level 5
• Minimum 3 years of General Banking experience
• Minimum 2 years in a Customer Service Role

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)