Duty Station: Nakulabye, Kampala, Uganda
Reports to: Branch Manager
About Barclays:
Barclays is a British multinational banking and financial services company headquartered in London. It is a universal bank with operations in retail, wholesale and investment banking, as well as wealth management, mortgage lending and credit cards. It has operations in over 50 countries and territories and has around 48 million customers. As of 31 December 2011, Barclays had total assets of US$2.42 trillion, the seventh-largest of any bank worldwide.
Job Summary: The Customer Service Advisor will be responsible for the delivery of exceptional Retail Branch performance through dispensing and receiving cash and related instruments. The incumbent will provide exceptional customer service to walk-in branch Retail customers.
Key Duties and Responsibilities:
- Operational Rigour and Compliance: 50%
- 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.
- Enter all transactions into 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.
- Support 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.
- Carry out 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.
- Customer Service: 25%
- Provide timely guidance 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.
- Support 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.
- Regularly inform customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.
- Colleague / Team work -15%
- Create and maintain good working relations with the colleagues in the branch.
- Attend all mandatory trainings as required by the training schedule.
- Ensure that all leave days are taken within the branch leave schedule but giving specially consideration to business needs. Ensure proper approvals are obtained.
- Participate in the EOS surveys and action plans for the branch.
- Support Identify and participant in community initiatives to support as part of Barclays community initiatives (such as Make a Difference Day, Local community initiative, Financial Literacy)
- Significantly the team in branch whenever called upon.
- Attend bank official functions whenever advised
- Community – 5%
- contribute ideas to support the community initiatives agenda in the branch
- Sales Leads: 5%
- Identify sales leads through reviewing income levels on customer statements, questioning customers when they mention specific needs, and referring any new leads to Customer Advisors
- When specific sales campaigns are running in the branch, explain the campaign details in brief to customers, and direct them to the Customer Advisors for further information
- Perform any other duties as assigned from time to time.
Qualifications, Skills and Experience:
- The ideal candidates for the Customer Service Advisor vacancies should hold a High school diploma with Math and English passed at a higher grade. They should also hold relevant diplomas and / or degrees.
- At least one to two years’ experience in a banking hall environment either as cashier or inquiries
- High level of working knowledge of all the Bank’s retail products, procedures and policies
- Preferred
- Some knowledge of competitive products and processes.
- Some experience in dealing with large amounts of cash in a retail environment
- Possess excellent numeric skills including meticulous attention to detail
- Excellent communication skills especially verbal
- Possess good listening and questioning skills
- Good keyboard skills, especially on the numerical side.
How to Apply:
If you feel challenged by any of the above positions, and believe you can deliver on key deliverables as outlined above, upload your application letter, current curriculum vitae and photocopies of academic certificate to our recruitment website detail below:
Barclays is an equal opportunity employer that recruits, develops and promotes people on merit, and rewards outstanding performance, regardless of background and gender.
For queries contact us on 0417122453 or email: barclays.uganda@barclays.com
Deadline: 6th January 2017
