Job Opportunity at Absa Bank South Africa, Virtual Banker Business Assist
Job Overview
Virtual Banker Business Assist
Absa Group Johannesburg, Gauteng, South Africa
About the job
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
Utilise technology and applied learning in a virtual omni-channel environment (Call Centre), to provide superior and seamless customer experience in an efficient and cost-effective manner. Perform banking duties and oversee the financial activities for business and private accounts. Engage professionally with internal and external clients and stakeholders.
Service the customer by offering a professional, consistent and outstanding level of customer service and grow the business within the branch/community.
Build trust by engaging in conversations and actively listening to customers in order to help customers solve their short and long term banking needs with end-to-end solutions (complex sales).
Job Description
Utilise technology and applied learning in a virtual omni-channel environment (Call Centre), to provide superior and seamless customer experience in an efficient and cost-effective manner. Perform banking duties and oversee the financial activities for business and private accounts. Engage professionally with internal and external clients and stakeholders.
Service the customer by offering a professional, consistent and outstanding level of customer service and grow the business within the branch/community.
Build trust by engaging in conversations and actively listening to customers in order to help customers solve their short and long term banking needs with end-to-end solutions (complex sales).
Key Accountabilities:
Operational Management
Comply with standard operating procedures (SOP’s).
Apply and support agile methodology to enable Tribe performance.
Maintain confidentiality.
Analyse data and forward improvement recommendations to reports that reflect insight into trends.
Plan, organize and complete tasks and activities in alignment with performance objectives.
Multi-task by adjusting from one type of call to another, as collectively determined by the Operational Enabler, without loss of efficiency, loss of composure and utilising applied knowledge
Achieve sales targets, whilst maintaining a superior and seamless customer experience.
Provide a high level of individualized service to customers to cement loyalty and develop business referrals.
Maintain an orderly workflow according to priorities.
Coordinate work predominantly with electronic information and communication technologies in order to execute tasks.
Contribute to the successful implementation of campaign initiatives by providing support in area of specialization.
Customer
Provide specialist support in the application of robust Customer Relationship Management practices, to deliver a seamless customer experience through unique and accurate customer insights.
Place customer experience at the centre of products, services and solutions to deliver a superior and seamless customer service.
Provide specialist advice and support in the clarification of requirements and delivery outcome; expectations and experience with customers.
Establish and maintain professional relationships with customers and colleagues.
Finance
Adhere to specified policies, standards and procedures to prevent and reduce wastage of financial resources
Identify, mitigate and escalate associated financial risks.
Coordinate and monitor daily work activities within the Tribe environment to prevent financial losses.
Learning and Growth
Participate in the personal development, coaching and performance management processes.
Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
Acquire and apply skills in the application of agile methodologies.
Governance
Understand and manage risks and risk events (incidents) relevant to the role.
Conduct all activities and duties in full compliance with regulatory requirements, Risk Management framework and internal Policies and Policy Standards.
Competencies:
Values Driven
Digitally Empowered
Customer Obsessed
Exceptional Team Player
Creative Problem Solving
Drives Results
Pan African Citizen
Minimum Requirements
Grade 12 plus National Diploma in Business, Commerce and Management Studies (Field) (NQF level 06)
University degree in a relevant discipline or relevant experience to compensate, post graduate qualifications will be an added advantage
FAIS recognised qualification
3-4 years’ sales and service experience in financial service or banking as a banker (preferably in call a centre environment)
Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status.
General
The appointment will be made in line with the Divisional Employment Equity strategy.
There will be no referral payment option for this requisition
Education
National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
