Digital Banking Service Consultant at Absa

Job Summary

This role is within RBB: Everyday Banking in Sales and Services Enablement, reporting into Digital Banking Services.

The purpose of the role is to support customers on all customer queries and requests to enhance customer service experience. This is to ensure that we retain and attract potential and existing clients for RBB Everyday Banking.
Job Description

KEY RESPONSIBILITIES:

Assist the client with basic account queries and provide them correct information on their accounts e.g. Cheque, Savings,
Advise the client on how to navigate or troubleshoot the Absa Digital platform and all other Digital Banking platforms such as:
                1. Cell Phone Banking Lite

                2. Wig USSD platforms

                3. Absa.mobi

                4. Absa Apps

                5. Absa Online Banking/Express

In the event that a customer suspects fraud on their accounts through any of the banking platforms, always advise the customer that you need to suspend internet banking or they must change their Pin and password. Then the information must be captured on a risk form and referred to the risk department.
Obtain and data capture client’s details to ensure record of accurate information on systems.
Follow up and call back clients on agreed time for feedback. Professionally introduce yourself, advise the client why you are calling, verify clients initial request and explain in details the products a services available within Absa
Make sure that the computer and the telephone is in complete working order, if not report any faults to the Team Leader
Keep track and manage own daily targets by making sure that you are aware of your own daily, weekly and monthly target
Resolve all incoming client's requests and queries via telephone, email system etc.
Escalate of customer queries to the relevant support departments including RISK Admin Cost and Disputes
MINIMUM REQUIREMENTS:

• Matric or equivalent NQF level 4 qualification
• Diploma or equivalent NQF level 5 qualification will be preferred
• At least two years’ experience in a Call Centre performing customer services
• Experience in delivering Digital Banking Services in a Banking Call Centre environment will be an advantage
• Experience in sales

Education

• Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (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