Job Description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

To provide needs-based sales and service across retail banking products, delivering an excellent customer experience while meeting sales targets and complying with the FAIS Act, Treating Customers Fairly (TCF), and risk governance requirements. Provide integrated sales and service across internal and light external channels, handling customer needs end‑to‑end with minimal handovers. Manages ongoing customer relationships and portfolio value.

Job Description

Key Focus Areas

• Deliver efficient customer service and resolve queries with minimal handovers.
• Champion digital and self-service adoption to reduce assisted transactions.
• Manage customer flow, hosting, and queue redirection.
• Operate flexibly across diverse branch formats and customer segments.
• Perform simplex sales and generate leads for advisory teams.
• Ensure compliance, risk management, and governance standards.
• Support DHA/MVNO administrative processes in select branches.
• Manage branch devices to ensure functionality, uptime, and customer convenience.
• Contribute to a professional, welcoming, and service-focused environment.
• Uphold brand standards and operational discipline.

Accountabilities

Sales & Advice

• Conduct customer financial needs analyses
• Offer appropriate banking and/or insurance solutions (e.g. lending, transactional, savings, credit, risk products)
• Explain product features, benefits, risks, and costs clearly
• Achieve individual sales and cross-sell targets

FAIS & Compliance

• Operate within FAIS licensing, RE requirements, and supervision (where applicable)
• Maintain up-to-date product knowledge, CPD hours, and regulatory training
• Ensure proper record-keeping and advice documentation
• Apply TCF principles at all times

Customer Relationship Management

• Build long-term customer relationships
• Proactively manage customer portfolios
• Handle escalated service issues and complaints
• Deliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customers
• Promote efficient service, alternative banking channels,
• Uphold Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment.

Operational Excellence

• Ensure accurate capturing of sales, applications, and documentation
• Identify and escalate operational, conduct, and compliance risks

Education

National Diplomas and Advanced Certificates: Business, Commerce and Management Studies, National Senior Certificate/ Matric (Grade 12)