Absa Bank–Admin and Client Services
To manage all administrative, and client service processes within the regional office within the framework of the 5C’s (Customer, Company, Colleague, Community and Control) and the RCA (Risk and Control Assessment).
Key Responsibilities
Complete corporate governance and legislation requirements e.g. Code of Banking
Practice (COBP) and Financial Advisory and Intermediary Service Act (FAIS) requirements by completing the required training on the Phoenix system on the Absa mainframe.
Monitor that all processes and procedures as per the RCA managed on a continuous basis to ensure that there are no variances at any time.
Manage and complete the implementation process of merchant acquiring by adherence to relevant Service Level Agreements (SLA): Check documentation received from sales assistants for completeness and submit complete applications to head office within 24 hours.
Ensure that welcome packs are prepared and distributed to sales support the following day for all applications approved the previous day by looking at the call/Client records for that day.
Ensure that CA Desk calls are logged for implementation of all approved applications, and that appointments are made for implementations. This could be achieved by monitoring the CA (Computer Associates) Unicentre Service Desk calls.
Check and Update control registers on a daily basis: Recapturing register Chargeback register EMTR rejections register Supervisor & Bank Card register Changes register Addendum register Key register Contract register Application register Gift register Attendance register. Fica register Fax register Asset register. Merchant File register
Receive application and perform 2nd tier check using quality check of Financial Intelligence Centre Act (FICA) Customer Acceptance Screening Application (CASA) Know Your Customer (KYC) documents and forward to Group admin.
Check the correctness of FICA/CASA/KYC required documentation and update confirmed documents screen on CASA and check screen 7 on CIF, Ensure that QAC is signed on the CASA Screening Document.
Action the FICA Listings by sending of original FICA/CASA/KYC documents to Group Admin.
Send invoices for account payments through to head office within 24 hours after receiving invoice..
Reconcile and submit corporate card statements, fleet statements and demo cards to head office by the 7th of each month.
Monitor the following changes (Debit card fees, Credit card fees, Terminal rentals, Merchant cancellations, Terminal cancellations Trade names, Registered names, Account details, Merchant category codes, Minimum discount fees, Association codes, Merchant contact details, Merchant address details), done on the system by utilising EOS listings and (MASS) Merchant account & servicing Subsystem, and Point of Sale Host (POSS), on a daily basis
Manage the following processes by following guidelines in the RCA system: Changes, Merchant agreements, Cancellation of merchant facilities, Implementation process, Telephonic merchant training, System access, Reconciliation process, Recapturing process, Housing and safekeeping of merchant agreements, Collection of rejected service fees.
Monitor the Refer to Drawer (RD)-lists to ensure they are actioned and feedback is provided to head office within 72 working hours after receipt.
Liaise with HRBP in ensuring that succession plans are in place for all critical roles within the department assist the team on setting up a Performance Development (PD) plan, and guide them to achieve the goals set out on the plan.
Provide regular feedback on the PD plan and implement Performance Accelerator Process where necessary.
Approve and manage leave requests for staff effectively on the HR system. Leave planning to be revised quarterly.
Initiate the disciplinary process together with HRBP taking into consideration the Employee Relations (ER) processes.
Liaise with HRBP in monitoring the vacancy list for the department.
Motivate the team and make sure their efforts are recognized by giving regular feedback on their work, and giving credit where credit is due.
Monitor inactive lists and ensure they are actioned before cycling takes place.
Monitor ESS and MDT and ensure that all relevant actions are performed eg leave, training
Complete and monitor attendance registers on a daily basis.
Competencies
Deciding and initiating action
Achieving personal work goals and objectives
Leading and supervising
Coping with pressure and setbacks
Working with people
Delivering results and meeting customer expectations
Adhering to principles and values
Planning and organising
Achieving personal work goals and objectives
Essential/Basic Qualifications
NQF Level 4: Grade 12
Matric( Essential)
National diploma/ Higher certificate in Office administration or Marketing
( Preferred)
Three (3) years Admin / Client services experience.( Essential)
Two (2) years’ experience in a Merchant acquiring or Sales environment ( Preferred)
Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet
No criminal record
