AVAF Service Line
Bring your possibility to life! Define your career with us
With over 100 years of rich history and a strong position as a local bank with regional and international experience, a career with our family offers the opportunity to be part of this exciting journey of growth, to reset our future and shape our destiny as a proud group from Africa. .
Job Summary
Work description
The purpose of the role profile is to provide customer service and handle inquiries and support requests to improve the customer experience. Retains existing customers by providing world-class service.
key responsibilities
Responsibility: Provide customer service and support.
Respond to incoming calls and respond to written inquiries in a timely manner.
Manage all inquiries until resolution, ensuring that the resolution of the first call is complied with at all times.
Plan daily goals and organize your own administration.
Maintain accurate details and data of all inquiries.
Provide product information to customers in accordance with standards and protocols.
Take ownership and responsibility for all written and telephone inquiries.
Meet prescribed response times and escalate pending requests.
Accurately capture all information for MI (management information) reporting
Resolve all complaints within the agreed service level timelines.
Direct customer inquiries to the appropriate person in the relevant support departments.
Make all customer callbacks at agreed times.
Provide the status (resolved or not resolved) to the team leader.
Responsibility: strict compliance with risks and compliance
Authenticate existing and third-party customers and comply with security measures.
Authenticate the personal information of existing clients according to the National Credit Law.
Strictly comply with all risk and governance policies and procedures.
Support BSSA CSI initiatives.
Adherence to financial services legislation.
Comply with Risk and Control Activities and adherence.
Comply with all Human Resources policies and procedures.
Understand and accept responsibility for all system access granted in accordance with all fraud risk management policies.
Participate in surveys (EOS) and findings action plans.
Adheres to the principles of treating the customer fairly (TCF)
Accountability: training and self-development
Participate in all training programs and multipurpose opportunities.
Participate in coaching sessions.
Own and be proactive in your own training and development.
Get involved in brainstorming through initiative presentations.
Complete all compliance training within the prescribed timelines
Read to understand all the circulars.
Education and experience required
Matric or equivalent NQF level 4
Experience and exposure to the Call service / Contact Center environment
Customer service experience in the AVAF sales and service enablement environment
No criminal record
Education
Continuing Education and Training Certificate (FETC) – Business, Business and Management Studies (required)
Absa Bank Limited is an Equal Opportunity Affirmative Action Employer. Pursuant to the Employment Fairness Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute to achieving a fair demographic representation of our workforce profile and will add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment for the position as advertised.