25 Dec 2016

Absa Jobs in Uganda : Customer Service Advisor – Nakulabye

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About Barclays

At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation

Barclays moves, lends, invests and protects money for customers and clients worldwide. With over 300 years of history and expertise in banking, we operate in over 50 countries and employ over 140,000 people.

For further information about Barclays, please visit our website www.barclays.com

Overall Role Purpose

Key Accountabilities & approximate time split (%)

To deliver exceptional Retail Branch performance through dispensing and receiving cash and related instruments. Provide exceptional customer service to walk-in branch Retail customers.

Resources Under Control

For MD/D roles all mandatory fields to be completed (see guidance notes)

Direct reports

Indirect reports

Resources (e.g. budget control, size of operations under control)

Decision Authorities – key decision rights that enable the role holder to act with legitimacy and credibility

Authority level and limits (what does the role holder have authority to decide on)

Knowledge and Competence

OPERATIONAL RIGOUR AND COMPLIANCE 50%

Outputs

  • Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk-in primarily retail banking customers.
  • Where required, process foreign currency travellers cheques, either by issuing or cashing such cheques.
  • Before processing each transaction, verify that all the required information for the transaction is accurate and complete in accordance with the banks procedures (for example when cashing a cheque, verify the date, bank name, customer’s ID and validity of the cheque, check amount number and amount in words agree, that customer has sufficient funds etc.). Refer any concerns to the Team Leader Cash or Branch Coordinator for follow-up and decision-making on whether to proceed.
  • Refer any transactions in excess of teller limits to the next level for authorisation.
  • Capture all transactions on the bank’s system and ensure that all transactions are properly authorised before processing.
  • Carefully count all cash received or dispensed to ensure that errors are avoided. Barclays has a zero tolerance policy for teller errors and appropriate action will be taken, which may include formal disciplinary procedures.
  • Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
  • Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day.
  • Open and close tills according to the bank’s procedures, including physically securing the till according to requirement set out (e.g. physically chaining the till).
  • Throughout each day advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash.
  • Conduct snap checks as assigned by the Branch Coordinator from time to time.
  • Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required.
  • Perform any other duties as assigned from time to time.
  • Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role

CUSTOMER SERVICE 25%

  • Provide advice to customers on the cash process to ensure the smooth flow of transactions.
  • When directly receiving customer enquiries, attempt to resolve the enquiry at the first instance by using the bank’s systems. Only escalate to the Team Leader or Branch Coordinator, or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer’s request.
  • Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
  • Explain the banks procedures, security requirements (such as the requirement to provide sufficient ID when transacting) as well as services to customers.
  • Inform customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.

How to Apply

Submit your CV and Application online : Click Here




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