Team Lead: Customer Services (KwaZulu-Natal) at Postbank (SOC) Ltd

Purpose of the Job:

• Responsible for the supervision of the issuing of bank cards to customers at the allocated sites. This includes the day-to-day management of the distribution including supervision of staff.
• The Team Lead Customer Services (TL) serves as Postbank’s in-store banking representative within partnered retailers.
• The TL provides frontline assisted support to Customer Service Clerk (CSC) who require help initiating or completing banking transactions for customers, 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:

• Do pre-test on equipment allocated for functionality, ensure access to front end system, and report any issues to the Regional Operations Managers.
• Ensure all distribution sites are operational i.e. all dignity services, marketing material, stationery, cards and equipment are available. Escalate issues to the Regional Operations Manager if required.
• Ensure that staff follow the SOPs that have been documented.
• Ensure that each site is appropriately staffed on a day-to-day basis. Re-allocate customer service clerks from 1 site to another if required.
• Attend to all issues raised by staff based at the various distribution points. Escalate issues that cannot be resolved to the Regional Operations Managers
• Oversee the accurate completion of daily attendance registers by staff and ensure timeous submission of weekly attendance time sheets.
• Report any system related issues to the Regional Operations Managers and/or contact centre to assist in resolution.
• Send daily reports, statistics as per SOP to Regional Operations Managers or as and when required.
• Perform ad hoc allocation of Customer Service Clerks for system access and authorise on the system.
• Ensure queues at the distribution sites are appropriately managed.
• Ensure all customer complaints are attended to promptly.
• Ensure all issues raised by other stakeholders (e.g. Retailers, Landlords, etc.) are dealt with promptly.
• From time to time the Team leader may be required to issue cards to customers if clerks are absent.

Qualifications and Experience:

• 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 will be an added advantage.
• Supervisor/ Team Lead experience will be an added advantage.
• Ms Office: Ms Word, Ms Excel, PowerPoint and Outlook
• Code 8 Driver’s License and Own Car Essentia

Skills and attributes:

• Listening skills; Understanding of Postbank products & services.

Ability to communicate in the most commonly used local language of the area;

• Interpersonal skills;
• Time management;
• Stress management;
• Basic financial skills;
• Familiarity with Switch/Core Banking concepts.
• Honesty & Integrity; Customer orientated.
• Basic digital literacy (Mobile App / USSD / ATM processes).
• Experience using customer service tablets, barcode printers, or POS systems.
• Must be able to work under pressure.
• Flexibility;
• High attention to detail;
• Accuracy and mental alertness;
• Ability to work independently and in a team;
• Clean criminal record.