Customer Experience Executive

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.

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Absa Bank Tanzania is part of Absa Group Limited, an African financial services group that aims to be the pride of the continent through our purpose of ‘Empowering Africa’s tomorrow, together…one story at a time’. Absa Group Limited is listed on the JSE in South Africa and is one of Africa’s largest diversified financial services groups with a presence in 10 countries across the continent with around 42, 000 employees.

Absa Bank Tanzania Limited is one of the oldest banks in the country and among the first international bank to open its doors to Tanzania customers in 2000. The bank is committed to finding local solutions to uniquely local challenges and everything we do is focused on adding value. Absa Tanzania serves over 60,000 customers through a network of 15 branches and more than 60 ATMs, providing a variety of banking products and services including saving, current and deposit accounts, commercial lending, unsecured lending, treasury, investments, card acquiring, card business, etc.

In addition to this, Absa provides specialized services to its clients in services.

• To ensure robustness of controls in branches by performing controls activities as required
• To provide branch Customer Service and resolve customer complaints
• Actively be part of and play a part in the TRANSFORM programme.

• Building relationships with existing customers in order to pro-actively anticipate and address future customer needs and identify sales opportunities.
• Cross-sell appropriate customer needs related products face to face
• Undertake customer servicing initiatives/requirements for face-to-face customers to pre-determined service standards
• Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch.
• Assist customers in completion of Bank stationary, forms etc.
• Introduce customers to appropriate product/segment specialists
• Undertake in-branch marketing, special campaigns, promotions etc
• Deal with handling complaints in the Banking Hall
• Support the Branch Manager in undertaking community engagement activities to build Absa’ business profile in the local market.
• Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.
• Works to achieve sales and service targets
• Maintain statistics and monitor progress of target reporting
• Ensure customer on boarding process is adhered to as per the procedure.
• Delivering an individual assigned financial target on local business
• Account Opening, Account Maintenance, Loan Processing, Cheque book ordering, customer complaints – Branch Maker (Sybrin)
• Issuing of ATM Card Pins or cards as advised by the Branch Manager

• Maintain statistics and monitor progress of target reporting.

• Where customers request to deal directly with the branch manager, the branch manager takes ownership of the query/complaint resolution process.
• Conduct monthly query and complaint trend analysis and create action plans to prevent recurring issues.
• Ensure all customer contact points in the branch, including equipment (PC’s, printers, notes counters, etc.) are of the highest service standard.
• Through effective banking hall management ensure that customers are directed to the most appropriate service delivery channel to meet their need e.g. cashiers, drop boxes etc.
• Manage remote and manual authorizations, by assigning responsibility for authorize rs, and personally authorizing such transactions, to ensure efficient counter service.
• Interact regularly with internal service…