Personal & Private Banking Support Intern
About the role
The Personal & Private Banking Support Intern will support the sale and servicing of Absa’s Personal and Private Banking products through telephone-based customer engagement. The role focuses on customer acquisition, cross-selling, reactivation, product usage, and customer retention. The role holder will manage a portfolio of customers located across different branches, including New-to-Bank (NTB) customers, and will be expected to meet established performance standards. Responsibilities: - Identify customer needs and deliver sales performance through selling, upselling and cross-selling Personal and Private Banking products and services via telephone. - Maintain strong product knowledge and clearly explain products to customers to avoid mis-selling. - Manage dormant and inactive customer accounts. - Follow up on the customer onboarding and Customer Lifecycle Management process. - Assist in preparing daily reports and conducting timely analysis of business performance. - Agree to, meet and exceed targets for specific campaigns. - Refer leads to the branch network for fulfilment and follow up to ensure timely customer contact and closure. - Receive and record account opening and maintenance application forms from the sourcing team and Relationship Managers. - Vet customer documents against the KYC checklist to ensure compliance. - Scan application forms onto BSA and Sybrin systems. - Assist in monitoring asset product portfolio performance, including disbursements, pipelines across sales channels and attrition levels. - Assist in resolving customer queries relating to asset products. - Monitor customer complaints and turnaround times. - Support initiatives aimed at improving customer satisfaction and operational efficiency. - Maintain accurate records of product activities, campaigns and stakeholder engagements. - Support the review and documentation of product processes and procedures. - Assist in preparing presentations, management reports and business proposals. - Engage with internal stakeholders, including Operations, Credit, Insurance Partners, Branches, Customer Service and Sales teams, to support smooth execution of asset and liability product activities. - Support portfolio sharing with teams. - Support company salary reporting to collections. - Support TAT/RTS management. - Introduce Absa products and services to potential customers. - Send promotional emails and messages to customers. - Cross-sell new products and services to existing customers. - Refer potential sales leads to Relationship Managers for closure. - Notify and advise new and existing customers about newly opened accounts and encourage account funding. - Contact customers by phone and email to reactivate zero-balance accounts and activate accounts that have never been used. - Increase product ratios. - Reactivate previously used accounts that have become inactive. - Collect market and competitor information and share relevant insights with the business to support product improvement. - Receive and channel customer feedback and complaints to the appropriate bank units or functions. - Identify customer challenges and provide appropriate solutions. - Follow standard sales and calling scripts for different products. - Support the team with vendor management activities, including stationery ordering, asset servicing and asset and liability management activities. - Work with and support the team in delivering business objectives. - Work across functions with key service providers to ensure seamless service delivery. - Manage risk and controls effectively by applying applicable risk frameworks and supporting a positive risk culture. - Understand the role within end-to-end processes, including applicable risks and controls. - Adhere to Absa policies and procedures applicable to the role. - Demonstrate sound judgment and responsible risk management. - Report risk events, incidents and issues through the defined processes. - Help identify the causes of incidents and ways of preventing them in the future. - Proactively identify opportunities to improve the control environment by considering potential process failures and preventative measures. - Complete all mandatory training within the required deadlines. How to apply: Interested and qualified candidates should submit their applications through the official Absa careers portal: https://absa.wd3.myworkdayjobs.com/en-US/ABSAcareersite/job/Viva-Tower---ABT/Personal---Private-Banking-Support-Intern_R-15991428?q=Tanzania
Key requirements
- Relationship management skills
- General corporate skills
- Communication skills
- Basic computer skills
- Excellent planning and organizational skills
- Strong communication and questioning skills in English and Swahili
- Good numeracy and analytical skills
- Networking skills
- Good selling and influencing skills
- Quality consciousness
- Presentation skills
- Good listening skills