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POSITION: Customer Experience Executive
Job Summary
This role provides specialist advice and support to execute key objectives in line with agreed standard operating procedures (SOPs). Candidates should note that this role impacts compensation and benefits in Kenya, Uganda, Botswana, Mozambique, and Tanzania. For further details, please contact the Rewards team.
Key Responsibilities
1. Sales (20%)
- Build and nurture strong relationships with existing customers to identify their future needs and recommend tailored solutions.
- Cross-sell appropriate products during face-to-face interactions.
- Assist customers in completing bank forms and other required documentation.
- Participate in branch-level marketing campaigns and special promotions.
- Manage customer complaints efficiently and professionally within the Banking Hall.
- Support the Branch Manager with community engagement initiatives to elevate Absa’s profile locally.
- Ensure the branch maintains an inviting and professional appearance, including merchandising and cleanliness.
- Meet individual financial targets and support branch-wide goals.
2. Customer Service (60%)
- Take ownership of customer queries or complaints, especially when escalated.
- Analyze complaint trends monthly and implement solutions to reduce recurring issues.
- Ensure all customer service equipment (PCs, printers, etc.) functions optimally.
- Guide customers to appropriate service points within the branch for their needs.
- Oversee manual and remote authorization processes for efficient service delivery.
- Collaborate with internal service teams to ensure fast and effective customer support.
3. Business Management (5%)
- Monitor and report progress toward sales and service targets.
4. Administrative Support (5%)
- Manage system administration tasks such as user maintenance.
- Provide feedback on external service providers to assist in enhancing service quality.
5. Team Contribution (10%)
- Offer support and cover for Branch Operations Managers or Team Leaders when required.
- Share best practices, knowledge, and insights with team members.
- Act as a mentor and provide constructive feedback to colleagues.
Risk and Compliance
- Act as a crisis coordinator in the event of major incidents within the business unit.
- Regularly review risk and compliance profiles to ensure balanced operations.
- Stay informed about regulatory changes and their implications for the business.
- Complete mandatory training on time to uphold operational standards.
Required Skills and Competencies
- Strong people management and communication abilities.
- Proficient in business and performance management.
- Demonstrated expertise in resource and change management.
- Solid technical understanding of banking support systems (e.g., Brains, Winfos).
- Knowledge of Absa’s policies, retail strategies, and risk frameworks.
- Excellent organizational and time management skills.
Qualifications and Experience
- Graduate degree or equivalent experience.
- Proven experience in banking operations and people management.
- Comprehensive knowledge of bank policies and procedures.
By joining Absa, you’re not just building a career—you’re becoming part of a legacy that empowers individuals and communities across Africa. Let’s create a brighter tomorrow, together.
