Customer Service Advisor Intern (Slipway) at ABSA. The Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
Empowering the future of Africa collaboratively, one narrative at a time.
With a century-long history and a strong presence as a local bank with regional and international expertise, joining our family forges a path to be part of an exciting growth journey, shaping our destiny as a proudly African group.
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Job Summary
Dispense and receive cash and related instruments. Provide customer service to walk-in branch customers.
Job Description
40% Cash Counter Service:
- Cashing cheques and withdrawals.
- Supervising other tellers at the counter.
- Processing both cash and cheque deposits/credits.
- Purchase and sale of foreign currencies.
- Answering general customer inquiries at the cash counter.
- Balancing cash in own till and assisting other tellers if needed.
- Grooming vouchers for processing at the central processing unit or back-office.
- Cross-selling bank products and services.
- Providing referral services to customers on bank products.
- Undertaking Customer Service Advisor and inquiries duties as required for excellent customer service at the counter as a backup only.
- Occasionally owning and managing customer queries and complaints by taking ownership and resolving them promptly.
- Backing up ATM card printing.
30% Cash Management – Strong Room Custodianship:
- Cash sorting and repatriation.
- Monitoring cash levels held in the strong room throughout the day.
- Ordering branch cash from the cash provider or central bank according to set limits.
- Escalating all cash issues to the Branch Operation Team Leader/Branch Operation Manager.
- Ensuring correct packaging of cash by front-line Customer Service Advisors.
- Recommending re-order levels of cash to the Head custodian.
- Ensuring all tellers and vault balance before branch closure (Branch Cash Reconciliation).
- Co-custodian responsibilities.
- Managing tellers and vault interaction.
20% Cash Management – ATMs:
- Restocking the ATM cash supply.
- Sorting cash for the ATM to ensure clean cash.
- Repatriating any unusable cash to the cash supplier.
- Calling the external maintenance company for mechanical failure and administration.
- Reconciling ATM cash daily independently per ATM.
- Ensuring ATM uptime and repairing small faults before reporting to the ATM maintenance company.
- Reporting faults to the ATM manager on the day they occur.
- Visiting all ATMs within the area on each non-working day to check operational status and stock.
10% Colleague:
- Providing cover for Branch custodian.
- Offering honest, direct, and constructive feedback to others.
- Sharing knowledge, experience, and best practices with team members.
Risk and Controls Objectives:
- Ensuring all activities comply with regulatory requirements, Absa Operational Risk Framework, and internal Absa Policies and Standards.
- Managing risk and control effectively by applying applicable risk frameworks and fostering a positive risk culture.
- Understanding own role in end-to-end processes, including applicable risks and controls.
- Adhering to Absa’s policies and procedures, demonstrating sound judgment and responsible risk management.
- Reporting all risk events/incidents/issues using the defined process and proactively looking for ways to improve the control environment.
Continuous and proactive engagement with regulatory bodies and unions.
- Completion of all mandatory training by the deadline.
Technical Skills/Competencies:
- Strong numeracy skills.
- Excellent attention to detail.
- Leadership skills.
Knowledge, Expertise, and Experience: Essential
- Detailed knowledge of the bank’s processes and rigour requirements related to cash.
- Cash handling knowledge.
- Systems knowledge.
Preferred
- Cash management and banking knowledge.
Experience & Qualification:
- Proven track record in dealing with physical cash.
Preferred
- Graduate.
Training Requirements Specific to the Role: Essential
- Telephone skills.
- PD team member training.
- Discipline and Grievance.
- Know Your Customer/Suspicious Transaction Monitoring/Anti-Money Laundering.
- Fraud Prevention/Awareness.
- Operational awareness.
- ATM training.
Preferred
- Customer Service.
- PC Skills including Keyboard skills.
- Product Training.
- General training on internal audit practice.
Key Issues Over the Next 12 – 24 Months:
- Completing the Skills Workbook.
Additional Details (of Exceptional Aspects of Demands of the Role):
- The role requires working on non-business days regularly.
Absa Behaviour (of Particular Importance to This Role):
- Drive Performance.
- Delight Customers.
- Build Pride and Passion.
- Execute at Speed.
- Grow Talent and Capability.
- Protect and Enhance our Reputation.
Additional Criteria Qualities:
- High level of personal integrity and honesty.
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