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Job Summary

To drive and deliver business performance both with new customers and with existing customers where they are expected to increase “wallet share,” make appropriate introductions to the Branch Manager where clients require specialist advice and support.

Job Description

Provision of Customer Service-15%

Outputs:

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Prestige Branch Manager.
• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
• Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, drop boxes, ATM etc.
• Advise customers as soon as cheque books, cards and other account items are ready for collection. Follow up with customers that have not collected the items within a reasonable time.
• Advise customers as soon as new loans are approved and encourage draw-downs on the new loans.
• When the branch is busy walk the queues- resolve quick inquires and direct customers to the correct counters.
• Restocks merchandising materials (pamphlets, forms) in the Prestige Branch and advise the Branch Manager if supplies are running low.

Sales to Retail Banking Customers – 50%

Output:

• Participate in specific product campaigns by ensuring that the products are explained to customers.
• Agree, meet and exceed targets for specific sales campaigns.
• Maintain own sales performance statistics for management information usage.
• Own and manage personal product & channel sales targets to contribute towards the outlet sales objectives.
• Refer to the appropriate area of delivery for specialist product help or advice (e.g. Schemes or Home Loans) when uncertain about the product delivery or application process. Respond directly to the customer.
• Build effective relationships with branch staff to ensure that non-sales staff refer customers to the Personal Banker when they identify a particular product or service need.
• In integrated branches, build effective relationships with Customer Advisors to ensure that they refer standard customers who become eligible for Prestige products and services.
• Complete account opening documentation together with customers and submit to the Branch Manager for review before submitting to operations for processing.
• When selling loans to Retail prestige customers, complete the financial analysis and statement review on customer accounts. Where customers do not meet the minimum criteria, advise the customer, verbally or in writing as the customer requires. Report such denials to the Branch Manager on a daily basis.
• Call customers when their accounts have been opened, generate welcome pack letters and send to customers.

Branch Support-10%

Output:

• Together with the Branch Manager/BOM, open and close Cashier tills at the beginning and end of each day.
• Authorise cashier transactions above their teller limits when called upon.
• Act as cash custodian for the Branch. This involves checking cashier cash levels throughout the day, restocking cashiers or repatriating excess funds, and reordering cash from the external provider based on daily limits as set out.
• Perform any other duties as assigned.

Provision of Customer Service-15%

Output:

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Prestige Branch Manager.
• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
• Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, drop boxes, ATM etc.
• Advise customers as soon as cheque books, cards and other account items are ready for collection. Follow up with customers that have not collected the items within a reasonable time.
• Advise customers as soon as new loans are approved and encourage draw-downs on the new loans.
• When the branch is busy walk the queues- resolve quick inquires and direct customers to the correct counters.
• Restocks merchandising materials (pamphlets, forms) in the Prestige Branch and advise the Branch Manager if supplies are running low.

Operational Rigour and Compliance with KYC Requirements-20%

Outputs:

• Ensure accuracy of each new account application, loan document, Barclaycard application and bank account mandate change. Personal Bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Branch Manager.
• Comply with all general Absa Bank Uganda operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
• On occasion, assist the Branch Manager to open and close cashier tills at the beginning and end of each day.
• Conduct snap checks as allocated by the Branch Manager.
• “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Bank Uganda Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Education

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