Customer Service Advisor- Serowe – Barclays Bank of Botswana

Primary Location


Job Type:Permanent/Regular

Posting Range

:26 Oct 2016  3 Nov 2016


 Dispense and receive cash and related instruments and provide customer service to walk-in branch Retail
• 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

Accountability: CUSTOMER SERVICE – 20%
• 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.
• 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.

Accountability: 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.

Accountability: RIGOUR – 5%
• 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 together with a second controller (usually the Cash Custodian or Branch Coordinator), 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.

Essential/Basic Qualifications

 • Bachelor’s Degree in any field
• 1-2 years’ experience in a banking hall environment either as cashier or inquiries
• Microsoft skills knowledge

Preferred Qualifications • Bachelor’s Degree in any field
• 1-2 years’ experience in a banking hall environment either as cashier or inquiries
• Microsoft skills knowledge