Customer Service Advisor (Bank Teller)

About the role

Absa is hiring a Customer Service Advisor in Lusaka to process bank teller transactions accurately and on time, assisting customers promptly and in a friendly manner. The role covers about 65% cash and related transactions, 20% customer service, 5% sales leads, 5% rigour and 5% team contribution.

Key responsibilities

• Cash and transactions: dispense and receive cash, cheques, drafts and other instruments over the counter, verify cheques (date, bank name, customer ID, amount in words, sufficient funds) and refer concerns or transactions above teller limits to the Branch Manager or Branch Ops
• Record all transactions on the bank's system, authorise them before processing and count cash carefully; teller errors are not tolerated
• Help customers complete deposit and withdrawal slips correctly
• Advise customers on the cash process, resolve enquiries at first instance using the bank's systems, and explain procedures and security requirements such as ID
• Identify sales leads from customer statements and needs, explain branch campaigns briefly and support Personal Bankers in following up leads
• Reconcile own till cash daily, open and close tills with a second controller, advise the Cash Custodian when limits are reached, carry out snap checks and keep transaction records
• Share knowledge, cover colleagues, deputise for the Branch Manager or Branch Ops when needed, manage leave and pursue personal development

Required profile

• FETC certificate in Business, Commerce and Management Studies (required)
• Ability to comply fully with regulatory requirements, the Absa Operational Risk Framework and internal policies