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Job Summary

Based in a branch will have responsibility for selling products and servicing customer needs on a proactive and reactive basis. The role holder will be required to meet minimum performance standards across service and sales meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named Branch, but the role holder will be expected to work in and support other local branches as and when required. The role operates using pre-programmed systems and well-defined procedures, but there may be times when the role holder must address unforeseen situations, escalating to more senior level as appropriate.

Job Description

Sales & service:

• Opening Current accounts, savings products, packaged loan products, card products, and any other bank product or service assigned for sales, etc.

• Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards

• Opening Current accounts, savings products, packaged loan products, card products etc.

• Building relationships with existing customers to pro-actively anticipate and address future customer needs and identify sales opportunities.

• Cross-sell appropriate customer needs related products face to face

• Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.

• Assist customers in completion of Bank stationary, forms etc.

• Introduce customers to appropriate product/segment specialists

• Undertake in-bound and out-bound marketing, special campaigns, promotions etc.

• Deal with handling complaints in the Banking Hall

• Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.

• Works to achieve service and sales targets

• Maintain statistics and monitor progress of target reporting

• Ensure on boarding process and relationship deepening.

• Delivering an individual assigned financial target on local business

 Business Management:

·       Maintain statistics and monitor progress of target reporting

Risk and Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.

Technical skills / Competencies

 Keyboard skills to operate relevant Customer Systems

• Basic numeracy for maintaining sales records
• Tact and diplomacy
• Empathy
• Communication skills particularly oral
• Presentation skills
• Networking

·       Commercial Awareness

·        Building Relationships quickly

·       Effective interpersonal skills (effective questioning and active listening)

·       Service Excellence

·       Personal Drive

· Ability to plan and organize

Knowledge, Expertise and Experience

Experience

What does the role holder need to have done before?

·       Operated in a customer facing role where service is paramount

·       Experience in service and sales environment

·       Has experienced a target driven role

 

Knowledge

What does the role holder need to know/know about and/or be qualified in?

·       Awareness of Banking products, tariffs and services and knowledge of bank systems

·       Customer service standards

·       IT literate

·       Sales standards in line with regulation

·       Competitor information in relation to products and service

·       Fully conversant with all Personal Sector products/services/tariffs

·       Detailed knowledge of relevant Customer systems to sell

·       Good knowledge of Bank’s internal systems

·       Awareness of Group Services e.g. Absa card, Credit Scoring Unit and Central Operations Processing

·       A detailed knowledge of the Bank’s Account Opening Policies and Procedures

 

Other requirements specific to the role:

·       Courtesy when dealing with a range of customers

·       Initiative required to satisfy customer needs and seize sales opportunities

 

Training requirements specific to the role

Sales process and selling training, service modules and minimum regulatory training. Also includes technical training to ensure competence in account opening, and various bank systems. Also:

·       Personal Banker’s Course

·       Sales & Marketing Course

·       Credit Scored Personal Lending Products

·       Account Opening Procedures

·       Know Your Customer

 

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)