Chief Customer Service Advisor

About the role

The Chief Customer Service Advisor leads cash and customer‑service operations at a branch, ensuring accurate handling of cash, cheques and other financial instruments while delivering high‑quality service to walk‑in retail customers.

Key responsibilities

• Dispense and receive cash, cheques, bills, drafts and other instruments over the counter.
• Authorize and process foreign and local currency cheques within set limits.
• Perform random checks every two hours to verify transaction capture and authorisation.
• Monitor and record teller errors, shorts and overs, and take disciplinary action when necessary.
• Manage the vault and till cash supplies, including start‑ and end‑of‑day reconciliations, cash sorting and repatriation.
• Order branch cash from the cash provider or central bank according to head‑office limits.
• Provide a second check on daily cash reconciliation as co‑custodian.
• Escalate cash‑related issues to the Branch Operations Manager or Operations Officer.
• Assist customers with cash‑process enquiries, resolve issues at first contact, and explain bank procedures and security requirements.

Required profile

• Proven experience in cash handling and teller supervision within a banking environment.
• Strong attention to detail and ability to conduct regular compliance checks.
• Excellent knowledge of banking cash‑flow procedures and security protocols.
• Ability to manage a vault, reconcile cash balances and order cash supplies.
• Customer‑focused attitude with effective problem‑solving skills.

Required skills