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 financial advice, sales, and service to individual retail banking customers, enabling them to meet their personal financial goals while ensuring compliance with FAIS, Treating Customers Fairly (TCF), and bank risk frameworks.

Job Description

Key Responsibilities

• Proactively acquire customers and deliver sales against agreed targets.
• Deliver efficient and professional customer service and resolve queries across all touchpoints.
• Support lead generation and simplex activities to contribute to branch growth.
• Action and conversion of quality leads and campaigns; maintain pipeline hygiene and accurate reporting.
• Execute DHA and MVNO offerings precisely and securely, meeting service levels and audit requirements.
• Champion digital and self-service adoption including customer education to reduce assisted transactions.
• Operate flexibly across diverse branch formats and customer segments.
• Deliver first‑time‑right customer outcomes and uphold service excellence.
• Apply governance, risk and compliance standards (incl. FAIS, AML/CFT, TCF, POPIA) in every interaction.
• Collaborate within the team and contribute to a continuous improvement of performance culture.
• Deliver a consistently exceptional in-branch customer experience by proactively welcoming, guiding, and supporting customers, while promoting efficient service, alternative banking channels, and upholding Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment.

ACCOUNTABILITIES

Customer Advisory & Sales

• Conduct comprehensive personal financial needs analyses
• Provide advice and sell approved retail banking products (transactional accounts, savings, lending, credit, insurance, investments as applicable)
• Explain product features, benefits, risks, and costs clearly
• Achieve individual sales, growth, and cross-sell targets

Customer Relationship Management

• Build and maintain long-term relationships with assigned customers
• Proactively manage customer portfolios to retain and grow value
• Conduct regular portfolio reviews and engagement follow-ups

Customer Experience & Service

• Deliver a professional, consistent, and personalised customer experience through welcoming, guiding, and supporting customers, while promoting efficient service, alternative banking channels
• Uphold Absa’s service standards, image, and brand in a safe, professional, and well‑managed branch environment.
• Resolve customer queries and manage escalations effectively
• Support digital adoption and financial education initiatives

Compliance, Risk & Governance

• Operate in accordance with FAIS, FICA, AML, and internal risk policies
• Maintain accurate advice records, documentation, and disclosures
• Complete regulatory training and CPD requirements
• Identify and escalate conduct or operational risks

Education

Further Education and Training Certificate (FETC): Banking, Further Education and Training Certificate (FETC): Finance