Customer Support Assistant

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Job Summary

Working within the C&IB function, the role holder will be responsible for developing and maintaining
relationships with a portfolio of corporate customers.
A named point of contact for customers in the portfolio dealing with sales and servicing requirements.
The role will also include interface with customer that is facilitating and handling their queries/concerns.
The role will include provision of support to other members of the Wholesale Banking function.

Job Description

Customer Service

• Handle customers’ routine enquiries regarding the Bank’s standard tariff, deposit interest rates and general exchange rate information.

• Deal with customers’ general account queries, arrange inter account transfers and order statements.

• Arrange for ordering of cheque books and paying in books, including any customised stationery.

• Arrange opening, closing and transfer of accounts, as well as input and amendment of customer account details and changes in customer mandates.

• Co-ordinate set up, amendment and cancellation of regular payments instructions.

• Payment processing (including appropriate due diligence prior to release of payments).

• Deal with inward and outward payments (including obtaining necessary customer authorities).

• Arrange deposit of funds with Treasury Department.

• Obtain and action customer requests for International Payments through Trade Finance Department and /or other relevant centres.

• Develop and maintain own contacts with individuals with customers organisation.

• Act as principal point of contact in the absence of the Relationship Manager - deal with query if able and within responsibility or record and refer details of query for Relationship Manager.

• Deal with customer queries regarding branch-based Bank products and services, ensuring all issues are captured on the system, or any other MI system that is in use.

• Deal with customer complaints to rectify causes to avoid recurrence of similar queries/complaints, in accordance with procedures.

• Champion a culture of operational excellence to deliver ever- improving performance standards to corporate customers.

• Identify improvements to processes and procedures that will improve the delivery of excellent operational service and effectiveness, and champion these improvements, within agreed guidelines.

• Conducts customer reviews in line with Bank standards and implement any action as prescribed by Compliance, Risk and Audit.

• Support the adoption of digital platforms for the Bank’s clients (including but not limited to Absa Access Online, Trade Management Online, Host to Host platforms).

• Logging of customer complaints on Salesforce and follow up for appropriate resolution.

• Logging of incident reports on OpenPages and follow up for appropriate resolution.

Business Management

• Support the Relationship Manager for the update and entry of call reports on Salesforce.

• Collate customer information on servicing performance for Relationship Managers (including volume of transactions and income).

• Apply amendments to account details following discussion with Corporate Managers’ Assistant or Relationship Manager, including borrowing limits, rates, and interest and commission charges.

• Co-ordinate preparation and execution of account related documentation including mandates and application forms.

• Open and close accounts and arrange drawdown of facilities following discussion with Corporate Managers’ Assistant or Relationship Manager.

Governance and Control

• To be fully aware of external regulatory and legal requirements, and internal policy, risk and control environment and adhere to all related guidance and processes.

• Ensure compliance and adherence to Absa group policies such as, Financial Crime, Anti Money Laundry, politically exposed persons, financial sanctions and prohibitions, reputational risk policy, Absa’ sanctions policy, Absa correspondent banking policy and any other appropriate policies.

Knowledge:

• Good knowledge of branch-based products and services frequently used by corporate customers including features and set up arrangements.

• Good knowledge of internal instructions/procedures including H.O. Instructions, Computer Accounting Instructions, Corporate Service guide and other in-house manuals.

• Good knowledge of the roles and responsibilities of other members of the relationship teams.

• Awareness of the products and services offered by the Personal Sector, including features and requirements to set up products, e.g. use of automated Credit System and Personal Credit.

• Undertaking of the roles and responsibilities of individual bases in the branch.

• Undertaking of roles and procedures for dealing with members of Personal Lending Team.

• Understanding of the roles and responsibilities of individuals bases in the other Business Units.

• Good knowledge of the Bank’s service standards (including Service Initiative, National Complaints Initiative, Code of Business and Personal Banking).

Qualifications/ Experience:

• Degree with minimum 2 years relevant experience or equivalent of 5 years bank related experience

Education

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