Retail Support Officer

About Absa Group

With a legacy spanning over a century, Absa Group is a locally grounded yet regionally and internationally experienced bank committed to shaping Africa's financial future. Joining our team means becoming part of a transformative journey focused on innovation and growth, supporting individuals to unlock their potential in a dynamic environment.

Role Overview

The Retail Support Officer acts as a crucial link between frontline personnel and back-office teams to streamline workflow processes, minimizing unnecessary movement for frontline staff and enhancing customer service quality. This role encompasses transaction processing, cash management, administrative duties, risk adherence, and system administration under the guidance of the line manager.

Key Responsibilities

• Verify and confirm that all transactional documents have appropriate signatures and adhere to due diligence and fraud prevention protocols before processing.
• Authorize cashier transactions remotely through FOS systems and maintain timely coordination of inter-departmental document flow, tracking turnaround times and escalating unresolved issues.
• Validate cashier vouchers and ensure quality checks on account opening mandates prior to archival.
• Conduct scheduled snap checks, manage secure access to the strong room, and input customer loan applications and instructions using Sybrin software.
• Respond effectively to customer inquiries via telephone and serve as a liaison for escalated back-office issues, ensuring prompt resolution.
• Manage vault operations including cash supply oversight, cash sorting, and interaction with cash-in-transit providers, ensuring compliance with established procedures.
• Supervise cashiers, oversee cash level monitoring, conduct surprise audits, and address cash discrepancies swiftly.
• Reconcile branch cash holdings daily, enforce strict teller cash handling standards with zero tolerance for errors, and maintain meticulous records of all cash transactions.
• Coordinate branch mail handling, ensure timely collection and distribution, and prepare required returns and reports for managerial signoff.
• Serve as a systems administrator supporting start/end-of-day processes, user maintenance, and reporting system faults to IT with escalations as needed.
• Maintain compliance with regulatory and internal operational risk frameworks to protect the branch’s integrity and reputation.

Educational Requirement

Applicants must hold a Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies.