Personal Banker (Kalumbila Branch)

Absa Bank Zambia

Job Description

Sales to Retail Customers 60%

•            Deliver exceptional sales performance by identifying and meeting customer needs through selling & cross selling of all Absa Africa Retail products & services.

•            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 branch 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 Customer Advisor when they identify a particular product or service need.

•            Complete account opening documentation together with customers and submit to Branch Manager/KYC Coordinator/Team Leader Sales 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 or Team Leader Sales on a daily basis.

•            Call customers when their accounts have been opened, generate welcome pack letters and send to customers.

•            Monitor drawdowns for new loans and contact customers to determine reasons for non-utilisation after a period of time.

Operational Rigour and Compliance with KYC requirements 20%


•            Ensure accuracy of each new account application, loan document, Barclaycard application and bank account mandate change. Customer Advisors 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 authorised and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Team Leader Sales or the Branch Manager.

•            Comply with all general Absa operational risk & rigour requirements e.g., KYC and anti-money laundering regulations.

•            Conduct snap checks as allocated by the Branch Coordinator.

Provision of Customer Service 10%


•            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 Team Leader Sales or Branch Manager.

•            Build relationships with internal service providers (Operations and the 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.

•            Issue ATM cards as per Card & Pin Process.

Advise customers as soon as new loans are approved and encourage drawdowns on the new loans

Contribution to development of the team 5%


•            Share knowledge and experience with other Customer Advisors in the team.

•            Provider cover for other Customer Advisors in case of excessive workload or absence.

Deputise for the Branch Manager or Team Leader when required

Personal Development 5%


•            Agree annual performance objectives with the Team Leader Sales or Branch Manager, including specific sales targets.

•            Pursue continued improvement in personal development by participating in development programmes and training.

Knowledge & Skills:


Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)

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