Customer Service Advisor

About the role

The Customer Service Advisor works in a branch environment to dispense and receive cash, cheques and other financial instruments for walk‑in retail customers while delivering professional, accurate and friendly service.

Key responsibilities

• Process cash and related transactions: dispense and receive physical cash, cheques, drafts and other instruments, verify all details, capture transactions in the bank’s system and ensure proper authorisation.
• Maintain accuracy: count cash received or dispensed, adhere to a zero‑tolerance policy for teller errors and refer any concerns to the Branch Manager.
• Assist customers with documentation: help complete deposit or withdrawal slips and ensure completeness of transaction records.
• Provide customer service: advise customers on cash processes, resolve enquiries at first contact, explain bank procedures and security requirements, and communicate how feedback is used to improve service.
• Identify sales opportunities: review customer statements for income levels, ask probing questions, and refer qualified leads to personal bankers or support branch sales campaigns.

Required profile

• Strong attention to detail and ability to follow bank procedures accurately.
• Customer‑focused attitude with good communication skills.
• Willingness to refer complex or high‑value transactions to senior staff for authorisation.
• Commitment to maintaining confidentiality and adhering to security standards.

Required skills