Consultant: Service

Empowering Africa’s tomorrow, together…one story at a time.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

To deliver efficient, accurate, and professional transactional and service-related customer support within the branch or integrated channel, ensuring a high-quality customer experience while complying with internal controls, regulatory requirements, and operational risk standards. This role does not provide financial advice and operates outside the FAIS Act.

Job Description

Key Focus Areas

• Deliver efficient and professional customer service and resolve queries across all touchpoints.

• Contribute to a professional, welcoming, and service-focused environment.

• Champion digital and self-service adoption including customer education to reduce assisted transactions.

• Perform customer flow, hosting, and queue redirection.

• Operate flexibly across diverse branch formats and customer segments.

• Support lead generation and basic sales activities to contribute to branch growth.

• Uphold compliance, risk management, and governance standards.

• Perform selected DHA and MVNO functions to support branch service delivery.

• Perform service assisted functions on branch devices to ensure functionality, uptime, and customer convenience.

• Uphold brand standards, audit readiness, reconciliation of both cash and operational discipline.

• Perform all cash-related functions with precision and accountability.

• Ensure device functionality and uptime to support customer self-service.

Accountabilities

Customer Service & Transactions

• Execute cash and non-cash transactions accurately (deposits, withdrawals, payments, transfers)

• Resolve routine customer enquiries and service requests

• Assist customers with digital enablement (ATM, App, Online Banking, Self-Service kiosks)

• Manage customer queues and flow to optimise turnaround times

Operational Excellence

• Adhere to cash management, balancing, and control procedures

• Ensure compliance with KYC, FICA, AML, and internal risk policies

• Maintain accurate records and documentation

• Identify and escalate irregularities, fraud risk, or customer complaints

Customer Experience

• Deliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customers

• Promote efficient service, alternative banking channels, and upholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment.

• Handle basic complaints and escalate complex issues appropriately

• Contribute to branch customer satisfaction and NPS outcomes

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies, National Senior Certificate/ Matric (Grade 12)