Corporate Service Center Assistant

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Data de Expiração: 31/07/2025 (Expirado)

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Job Summary

To work perennially as part of the servicing team, from the dual teams, servicing clients via Branch network services. A named point of contact for dealing with a range of requests from Business Clients; maintaining and improving high levels of Client experience. Assist in the development of Client relationships through a pro-active approach to Client care.

Job Description

Accountability: Client Service

Act as the first point of contact for transactional and administrative banking issues to external Clients i.e. is the accessibility of the consultant to the client via Branch Channel service and support options.
Co-ordinate resolution of Client queries requiring services provided from other areas of the Group where appropriate and monitor outcome, e.g. to avoiding Client run around, the Client Service Consultant will interact on behalf of the client with the supporting areas to obtain resolution to queries e.g. Account Statement, Card division, DP creation, etc
Identify opportunities to introduce Client service improvements and provide risk and experience insights.
Liaise with Stakeholders for resolutions.
Escalate a client requirement to the broader Service teams where support is required. Log Client servicing complaints and compliments.
Track common themes as highlighted by Client’s requests and escalate accordingly. e.g this may be an occurrence where there are trends of Client requirements whereby an alternative product may be introduced to alleviate time constraints or inconveniences for the client.
Establish and maintain good professional relationships with internal and external Clients.
Build and maintain strong relationships and good network of contacts with both internal and external clients to facilitate meeting job objectives and assist Clients with their needs.
Ensure accurate data capture across all channels used.

Accountability: Administration

Utilise full range of CIB systems available to ensure Client query resolution at first point of contact wherever possible;
Adhere to all processes in the Service Unit and identify opportunities to improve Client Service, Support, Experience through process improvement and ways of working;
Ensure that changes to processes are effectively incorporated into all Client Servicing activities;
Ensure that all activities comply in all respects with Absa’s risk and compliance policies and procedures as well as legal and regulatory requirements;
Ensure that the quality and accurate preparation of the cost recovery journals. Accountability: Teamwork;
Work closely with the other members of the Servicing Unit to deliver exceptional client experience performance results;
Take responsibility for routine duties on a regular basis with other members of the team. Attend team meetings and contribute fully, including suggestions for ways of improving customer service;
Team support by training, coaching & sharing knowledge & best practice;
Accountability: Self-Development;
Continuously ensure an up-to date and holistic understanding of the Wholesale and Corporate Banking environment, processes, procedures, technology platforms and products and compliance and risk;
Maintain and continuously look for opportunities to further develop skills and knowledge base;
Remain up-to-date with industry and sector related knowledge and information;
Pursue opportunities for further education and training;
Identify training needs and pursue internal or external opportunities where relevant;
Continuously update product knowledge through training and research;
Accountability: Strategy, Change and Relevance in the industry;
Play a key role in supporting business strategy and change;
Continuously support the transition of clients onto new digital platforms.