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 C&IB function.

Job Description

Customer Support

• 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

• Take responsibility for routine duties on a rota basis with other members of the relationship team. This will include administration such as holiday list, returns, inter departmental meetings etc.

Technical skills / Competencies:

• Customer Relationship Management

• High level of customer service

• Time Management

• Working under pressure

• High level of interpersonal skills demonstrated by good oral and written communication

• Team player who is friendly and confident when dealing with customers

Knowledge, Expertise and Experience 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)