General Enquiries and Telephone Banking Agent at Absa

Job Description

KEY RESPONSIBILITIES:

The high-level duties of the role:

• Ensure authentication of both new and existing clients and 3rd parties
• Authenticate clients personal information by asking National Credit Act related Questions: physical address, ID verification, proof of payment etc..
• Investigate and ensure that correct the correct client details are captured on our systems
• Mentioning of Card replacement fees
• Provide customers with  what documentation is required to replace a debit or credit card
• Assist the client with basic account queries and provide them correct information on their accounts e.g. Cheque, Savings,
• Assist clients in the registration of Telephone banking
• Assistance in reversing direct  and NAEDO debit orders
• Resolve all incoming client's requests and queries via telephone, email system etc.
• Adhere to prescribed turnaround times set out as per the specific line of business and report any outstanding requests to the Team Leader
• Assist clients in stopping of lost and stolen debit and credit cards.
• In the event that a customer suspects fraud on their accounts, the agent is able to stop a card that has been stolen, cloned or compromised.

MINIMUM REQUIREMENTS:

• Matric or equivalent NQF level 4 qualification
• Diploma or equivalent NQF level 5 qualification will be an advantage
• At least one year experience in a Call Centre doing general enquiries
• At least one year experience in customer services and sales
• Previous experience in a Banking call centre will be an advantage

Education

• Further Education and Training Certificate (FETC): 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