Several No Experience Customer Service Jobs – Universal Bankers – ABSA Group (Formerly Barclays Bank UK)
Job Title: Universal Banker (Several No Experience Customer Service Jobs)
Organisation: ABSA Group (Formerly Barclays Bank UK)
Duty Station: Uganda
About US:
Absa Group Limited, formerly Barclays Africa Group Limited, and originally Amalgamated Banks of South Africa, is an African based financial services group, offering personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance. It is the majority shareholder of 11 banks spanning Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania (two entities), Uganda and Zambia, with a further two representative offices in Namibia and Nigeria. It also has an international office in London, which opened in September 2018.
Job Summary: The Universal Banker will deliver exceptional Performance through Sales, Service and Relationship Management.
Key Duties and Responsibilities:
Sales and Relationship Management – 50%
- Agree, meet and exceed targets for specific sales and portfolio targets
- Liaise with tellers and none sales staff to drive in branch referrals and develop a sales pipeline by sourcing leads and closing them.
- Own the branch CLM base and increase cross sales by interesting customers on the into the different BBU product solutions.
- Build relationships with customers through portfolio management thus growing the branch balance sheet.
- Maintain own sales performance statistics for management information usage.
- 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.
- Participate in specific product campaigns by ensuring that the products are explained to customers.
- Complete account opening documentation together with customers and submit to the Branch Manager/Branch Operations Manager for review before submitting to operations for processing.
- When selling loans to Retail 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.
Operational Rigour and KYC compliance -20%
- Ensure accuracy of each new account application, loan document, Barclaycard application and bank account mandate change. Relationship 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 Barclays operational risk & rigour requirements e.g. KYC and anti-money laundering regulations.
Branch Support – 10%
- 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.
- Conduct snap checks as allocated by the Branch Manager/Branch Operations Manager.
- Perform any other duties as assigned.
Customer Service – 15%
- 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 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 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.
- Continuously engage and resolve any issues pertaining to the top 50 customers of the branch, together with branch manager establish a contact matrix for the top 50 customers
Citizenship Community 5%
- Be involved in local community events and networking opportunities (e.g. clubs, meetings, business associations)
- Developing the external market and community profile needed to maximize the local marketing opportunity
- Identify community initiatives to become involved in and support as part of Barclays community initiatives (such as Make a Difference Day, Local community initiative, Financial Literacy)
- Link community initiatives to both business opportunities and colleague events
- Promote community agenda within the branch to build pride within colleagues and customers
Qualifications, Skills and Experience:
- The ideal candidate for the ABSA Group Universal Banker job should hold an appropriate University
- Excellent planning & organization skills
- Very strong communication skills, both verbal and written
- Questioning skills
- Good PC skills
- Good numeracy & analytical skills
- Networking
- Good selling/influencing skills
- Presentation skills
- Listening skills
How to Apply:
All candidates who wish to join the ABSA Group in the aforementioned capacity should apply online at the link below.
: List of Current Job Vacancies / Opportunities in Uganda