Customer Experience Executive
Bring your possibility to life! Define your career with us
With
over 100 years of rich history and strongly positioned as a local bank
with regional and international expertise, a career with our family
offers the opportunity to be part of this exciting growth journey, to
reset our future and shape our destiny as a proudly African group.
Job Summary
The
customer journey is one that starts well before customers open an
account, and continues, repeats, and ideally builds loyalty throughout
the relationship. In the banking hall, the way you welcome customers
sets the stage for a better experience by setting a helpful, friendly
tone right from the moment they enter.
Customers value their time,
however our current branch mode of operation doesn’t offer a
pleasantengaging branch visit and wait time. Customer Experience
Executives will be valuable members of our customer facing team
providing a warm welcome for all visitors. They answer any questions,
provide orientation, and generally give visitors the information they
need to ensure they have a comfortable, enjoyable and memorable branch
visit.
Job Description
- The customer journey is
one that starts well before customers open an account, and continues,
repeats, and ideally builds loyalty throughout the relationship. In the
banking hall, the way you welcome customers sets the stage for a better
experience by setting a helpful, friendly tone right from the moment
they enter. - Customers value their time, however our current
branch mode of operation doesn¡¦t offer a pleasantengaging branch visit
and wait time. Customer Experience Executives will be valuable members
of our customer facing team providing a warm welcome for all visitors.
They answer any questions, provide orientation, and generally give
visitors the information they need to ensure they have a comfortable,
enjoyable and memorable branch visit. - Main accountabilities and approximate time split
- Welcome customers as they arrive into the banking hall with a warm and pleasant disposition
- Provide customers and visitors with useful information on banks products and services
- Guide and manage customers seamlessly within the banking hall, ensuring TAT is achieved
- Effectively educate and guide the customers to enhance the usage of the bank¡¦s alternative delivery channels
- Provide support for security guards in queue management
- Act as the “Quality Control Officer” with respect to ensuring that the branch is clean and well maintained.
- Report all perceived negative/suspicious observations to the Customer Experience Unit for resolution.
- Support the customer service desk at all times, ensuring that customers are continually delighted.
- Any
other task as may be assigned by the Branch Manager/Customer Experience
Unit. 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 - Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
- Understanding of own role in the end to end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa¡¦s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
- Report
all risk events / incidents / issues using the defined process for your
business area and help to understand why these happened and how to
prevent them in future. - Proactively look for ways to improve the
control environment by considering what could go wrong in the processes
you operate and how errors could be prevented. - Continuous and proactive engagement with regulatory bodies, unions where applicable
- All
mandatory training completed to deadline Technical skills /
Competencies Friendliness „h Enthusiasm „h Customer Service „h Agile „h
Product Launching „h Customer Care skills Knowledge, Expertise and
Experience A candidate should be a holder of Bachelor Degree in Banking,
Finance, Business Administration, OR Diploma Holder with at least 1
year of Customer Service experience.
Absa Values Approvals
Absa¡¦s
Values and Behaviors represent the set of standards which governs the
actions of all of us who work for the bank and against which the
performance of every one of us in Absa are being assessed and rewarded:
- I drive high performance to achieve sustainable results
- I m obsessed with customer I have an African heartbeat
- I believe our people are our strengths
