Background

Empowering Africa's tomorrow, together…one story at a time. 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.

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Job Summary

Reporting to the Head of Sales & Workplace Banking, the Service Assistant has the core responsibility to open and perform maintenance on customer accounts, Monitor leads and coordinate information for the Sales Relationship Manager on the entire portfolio and conduct Customer Lifecycle Management

Main accountabilities and approximate time split

Accountability: Service and Sales: - 90%

Time split%: 80/10%

• Deal with, and find resolutions for, customer complaints.
• Determine the products that are most effective in meeting customers' needs and be able to sell these, at short notice, both reactively and proactively.
• Monitor and ensure adherence to risk service standards.
• Actively prospect and onboard new SME clients to grow the customer base.
• Drive sales and cross-sell banking products, including loans, deposits, and transaction accounts.
• Ensure timely and effective activation of newly opened accounts to meet productivity targets.
• Monitor and grow deposit portfolios by building strong relationships with SME clients.
• Collaborate with other departments to ensure excellent service delivery and client satisfaction.
• Maintain proper documentation and compliance with internal and regulatory requirements.
• Regularly analyse market trends and client feedback to identify business opportunities.
• All NTB Accounts should be opened timely within 3 working days with no escalation
• Account Maintenance should be scanned and completed within 2 working days
• Attend to all service requests within 1 working day with no escalation.
• Ensure all customers are onboarded on digital platform
• Maintain dormancy ration of nking
• Judgment
• Entrepreneurial mindset

Skills required to undertake the role:

• Relationship skills
• Risk skills
• General Corporate skills
• Leadership and team skills
• Product skills
• Communication skills

Knowledge of the bank's products, services and policies required to undertake the role:

• The jobholder will be required to have a detailed knowledge of the core set of Business Banking products.
• For Complex products, a good knowledge will be required sufficient to: -
• Recognize the changing needs of the customer.
• Identify products/service that best satisfies customer need.
• Introduce the product/service.
• Co-ordinate the introduction of the relevant Group product specialist.
• Deal with customers directly as required.
• A good knowledge of the products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
• The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.

Knowledge, Expertise and Experience

Education

Business degree preferred

Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

• Risk assessment and management
• Presentation, influencing and negotiating
• Communication

Additional details of exceptional aspects of the demands of the role:

• Required to form relationships with customers, therefore minimum tenure will be 2 years.
• The jobholder will need to be able to communicate in such a way as to ensure their ongoing credibility when dealing with financial controllers of companies, in addition to owner-managers.
• The jobholder's portfolio will consist of a full range of Business Banking customers, including the more challenging customers, who will often be subject to competitive approaches from other banks.
• Business development activity will be similarly demanding.

Absa Values

Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

• Open and perform maintenance on customer accounts
• Monitor leads and coordinate information for the Sales Relationship Manager on the entire portfolio
• Conduct Customer Lifecycle Management
• Deal with, and find resolutions for, customer complaints
• Determine the products that are most effective in meeting customers' needs and be able to sell these, at short notice, both reactively and proactively
• Monitor and ensure adherence to risk service standards
• Actively prospect and onboard new SME clients to grow the customer base
• Drive sales and cross-sell banking products, including loans, deposits, and transaction accounts
• Ensure timely and effective activation of newly opened accounts to meet productivity targets
• Monitor and grow deposit portfolios by building strong relationships with SME clients
• Collaborate with other departments to ensure excellent service delivery and client satisfaction
• Maintain proper documentation and compliance with internal and regulatory requirements
• Regularly analyse market trends and client feedback to identify business opportunities
• All NTB Accounts should be opened timely within 3 working days with no escalation
• Account Maintenance should be scanned and completed within 2 working days
• Attend to all service requests within 1 working day with no escalation
• Ensure all customers are onboarded on digital platform
• Maintain dormancy ration of nking

• Relationship skills
• Risk skills
• General Corporate skills
• Leadership and team skills
• Product skills
• Communication skills
• Judgment
• Entrepreneurial mindset
• Risk assessment and management
• Presentation, influencing and negotiating
• Communication

• Business degree preferred
• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)