Analyze your CV for Customer Service & Retention Officer at Absa Bank Tanzania

 




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
Main Accountabilities and approximate time split
Account Opening & Maintenance 75%

Receive and record account opening and maintenance application forms from the sourcing team (Relationship Managers)
Vet all documents against KYC checklist for KYC Compliance.
Return applications that don’t pass the physical check to the sourcing team
Scan application forms onto Sybrin.
Capture customer details in e-box/ KAMLS
Archive cases upon completion of maintenance process as per records management policy.
Portfolio sharing to employers.
Company salary reporting to collections.
TAT/RTS Management.

 
Customer Retention 20%

Introduce Absa Bank products and services to potential customers
Promotional Emailers & Messages to customers
Cross sell new products and services to existing customers
Refer potential sales leads to Relationship Managers and for closure
Notify and advise new and existing customers about their newly opened accounts and advise them to fund.
Call, Email and advise customers to re activate zero balance account and activate never used accounts (Standard Customers Sourced by LGs withing 24 hours)
Reactivation of previously used accounts that are inactive
Collecting market /competitor information from the market and feeding this to the Business with a view to improving our products
Receive and channel customers’ feedback /complaints to appropriate units/functions in the bank.
Identify and discuss customer challenges and offer solution.
Follow the standard sales/calling scripts for different products

 
Business Management                 5%

Support the team with Vendor Management e.g., Stationery ordering, assets servicing, Assets Management etc.
Work with and support the team to deliver exceptional business objectives
Work cross functionally with the key service providers to ensure seamless

Risk and Controls Objectives

Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
Adhere to Absa policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors can be prevented


All mandatory training completed to deadline

 
Technical Skills/Competencies

Relationship skills
General Corporate skills
Communications skills
Basic computer skills

 
Knowledge, Expertise and Experience

Excellent Planning & Organisation skills
Very strong Communication & questioning skills-English and Swahili
Good numeracy & analytical skills
Networking
Good Selling/influencing skills
Quality consciousness
Presentation skills
Listening skills
Identification of customer needs
Customer service.
Ability to handle objections/rejections
Self –drive


Experience, qualifications, and other requirements specific to the role
Essential

Experience in and/or understanding of Financial Services environment
Graduate calibre with business university degree (preferably finance or accounting) with other relevant professional qualifications.
Knowledge in Accounting (Added Advantage)
Certificate of Proficiency (COP) holder (Added Advantage)

 
Absa Behavior's: of particular importance to this role

Drive Performance


Delight Customers


Build Pride and Passion


Execute at Speed


Grow Talent and Capability


Protect and Enhance our Reputation

 
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)