Absa
Customer Experience Executive – Absa (March 2025)
Empowering Africa’s Tomorrow, One Story at a Time
Absa has a legacy of over 100 years, standing strong as a locally rooted bank with regional and international expertise. By joining our team, you become part of an exciting journey to shape the future of banking in Africa.
At Absa, we support your career growth through our My Career Development Portal, providing valuable tools, guidance, and resources to help you unlock your full potential. You are Absa. You are possibility.
Job Summary
We are looking for a dynamic Customer Experience Executive to drive operational excellence and deliver exceptional customer service. In this role, you will be responsible for managing branch operations, ensuring customer satisfaction, and maintaining rigorous controls. This position is ideal for someone with strong leadership skills and a passion for customer service.
Key Responsibilities
1. Sales & Customer Relationship Management (20%)
- Build strong relationships with existing customers to anticipate their needs and identify sales opportunities.
- Cross-sell banking products that align with customer requirements.
- Assist customers in completing forms and other banking processes.
- Promote Absa’s products and services through in-branch marketing campaigns.
- Ensure a welcoming and organized banking hall environment.
- Work towards achieving sales and service targets.
- Support the Branch Manager in community engagement activities.
2. Customer Service Excellence (60%)
- Take ownership of customer queries and complaints, ensuring timely resolution.
- Analyze trends in customer feedback and develop action plans to address recurring issues.
- Maintain high service standards at all customer touchpoints, including banking hall equipment.
- Guide customers to the appropriate service channels for efficient assistance.
- Manage authorization processes to ensure seamless counter service.
- Collaborate with internal teams for fast and efficient customer support.
- Monitor customer service performance through queue management systems.
3. Business & Operations Management (10%)
- Maintain performance statistics and monitor progress toward business targets.
- Provide administrative support, including account openings, loan processing, and handling customer complaints.
- Issue ATM cards and PINs as per branch protocols.
4. Team Contribution & Leadership (10%)
- Support the Branch Operations Manager/Team Leader in overseeing branch activities.
- Provide constructive feedback and mentorship to team members.
- Share best practices with colleagues to improve overall branch performance.
- Step in as Acting Branch Operations Manager when needed.
Risk & Compliance Responsibilities
- Ensure adherence to Absa’s policies, regulatory requirements, and risk management procedures.
- Stay informed on regulatory changes and industry developments.
- Complete all mandatory training within the required deadlines.
- Take proactive measures to maintain branch security and compliance.
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Required Skills & Qualifications
Technical & Professional Skills
- People Management – Ability to lead and motivate teams.
- Strong Communication & Presentation – Clear, professional communication skills.
- Business & Performance Management – Strategic thinking and execution.
- Planning & Organization – Ability to manage resources effectively.
- Risk & Compliance Awareness – Understanding of banking policies and risk mitigation.
- PC & Technical Skills – Familiarity with banking systems such as Brains and Winfos.
Education & Experience
- A higher certificate or an advanced national certificate in Business, Commerce, or Management Studies (or equivalent experience).
- Proven experience in operations and customer service within a banking environment.
- Strong knowledge of cash management and banking procedures.
- Prior experience in sales and relationship management is an advantage.
What We Look For
We value individuals who demonstrate:
- Passion for Excellence – Commitment to delivering outstanding service.
- Honesty & Integrity – A strong ethical approach to work.
- Leadership & Initiative – The ability to make decisive, informed decisions.
- Commitment to Growth – A proactive approach to personal and professional development.
Absa’s Core Values
At Absa, we uphold five key values that define our culture and success:
- Trust – We act with integrity.
- Resourcefulness – We seek innovative solutions.
- Stewardship – We are committed to long-term growth.
- Inclusivity – We embrace diversity and collaboration.
- Courage – We take bold steps to drive change.
How to Apply
This is a full-time position. If you meet the qualifications and are ready to take the next step in your career, submit your application using the link provided below.
To apply for this job please visit absa.wd3.myworkdayjobs.com.
