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Provide sales and service to Business Banking customers (50%)

• Contact customers to open of Enterprise banking accounts, following the Bank’s recruitment policies and procedures.
• Participate in specific product campaigns by ensuring that the products are explained to customers.
• Agree, meet and exceed targets for specific sales campaigns.
• Grow portfolio profitability by identifying new and existing customer potential including sales opportunities and new product promotion initiatives.
• Determine the products and solutions that are most effective in meeting customers’ needs and be able to sell these at short notice both reactively and proactively.
• Proactively generate customer interest in products and services either by face-to-face (in branch and client visits), or telephone contact including following up leads provided by colleagues.
• Originate and initiate client credit applications to the commercial credit team in line with the existing Absa Africa SME lending guidelines. Clear delivery of lending decisions, demonstrating ownership of the decision, and exploration of alternative solutions to ensure appropriate matching of client needs is critical.
• Conduct customer meetings that have well defined call objectives, desired outcomes, and a well-constructed plan.
• Maintain own sales performance statistics for management information usage.
• Build effective relationships with branch staff to ensure that non-sales staff refer customers to the Enterprise Banker when they identify a particular product or service need.
• 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 Enterprise Banking 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 daily.
• Call customers when their accounts have been opened, generate welcome pack letters, and send to customers.

Provision of Customer Service (20%)

• 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 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 drawdowns 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 Branch and advise the Branch Manager if supplies are running low.

Branch Support (10%)

• Support to provide business advise to Personal Banking customers in the absence of the Personal Banker.
• 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.
• 4. Operational Rigour and Compliance with KYC Requirements (20%)
• Ensure accuracy of each new account application, loan document, Absacard application and bank account mandate change. Enterprise 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 timelines or where there are unresolved KYC requirements, to the Branch Manager.
• Comply with all general Absa 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 Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”