Customer Service Advisor Intern – Zanzibar

Employer: Absa Bank Tanzania
Location: Zanzibar Main Branch – ABT
Job Type: Full Time
Job Requisition ID: R-15990937
Application Deadline: 18 September 2026

About Absa

With over 100 years of history, Absa is a proudly African bank with regional and international expertise. The bank operates across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia.

Absa provides opportunities for people at different stages of their careers to develop their skills, contribute to the organisation and help shape the future of financial services across Africa.

Job Summary

The Customer Service Advisor Intern will dispense and receive cash and related instruments while providing customer service to walk-in branch customers.

Main Responsibilities

Cash Counter Service – 40%

• Cash cheques and process withdrawals.
• Supervise other tellers at the counter.
• Process cash and cheque deposits/credits.
• Purchase and sell foreign currencies.
• Answer general customer enquiries at the cash counter.
• Balance cash in own till and assist other tellers with balancing when required.
• Groom vouchers for onward processing at the Central Processing Unit or back office.
• Cross-sell bank products and services.
• Provide customers with referrals for relevant bank products.
• Undertake Customer Service Advisor and enquiry duties when required to provide excellent customer service at the counter as a backup.
• Take ownership of customer queries and complaints and resolve them in a timely manner.
• Provide backup support for ATM card printing.

Cash Management – Strong Room Custodianship – 30%

• Sort and repatriate cash.
• Monitor cash levels held in the strong room throughout the day to ensure they remain within approved limits.
• Order branch cash from the cash provider or Central Bank in accordance with limits set by the country head office.
• Immediately escalate cash-related issues to the Branch Operations Team Leader or Branch Operations Manager in accordance with current procedures.
• Ensure cash is correctly packaged by frontline Customer Service Advisors.
• Recommend cash reorder levels to the Head Custodian based on demand.
• Ensure all tellers and the vault are balanced before the branch closes through branch cash reconciliation.
• Work as a co-custodian.
• Manage interactions between tellers and the vault.

Cash Management – ATMs – 20%

• Restock ATM cash supplies.
• Sort cash for ATMs and ensure that notes are clean and properly prepared, including straightening notes where necessary.
• Repatriate unusable cash to the cash supplier.
• Contact the external maintenance company in cases of mechanical failure and administration issues, while minimising disruption to ATM uptime.
• Reconcile ATM cash daily for each ATM independently.
• Maintain ATM uptime and resolve minor faults before escalating issues to the ATM maintenance company.
• Report ATM faults to the ATM Manager on the day they occur.
• Visit all ATMs within the assigned area on each non-working day to check that they remain operational and adequately stocked.
• Immediately escalate required ATM issues to the Branch Operations Manager or Operations Team Leader.

Colleague – 10%

• Provide cover for the Branch Custodian.
• Provide honest, direct and constructive feedback to colleagues.
• Share knowledge, experience and best practices with team members.

Risk And Controls Objectives

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, the Absa Operational Risk Framework, and internal Absa policies and standards.

The role is also responsible for managing risk and controls effectively by applying applicable risk frameworks and promoting a positive risk culture.

Key requirements include:

• Understand your role in the end-to-end processes in which you participate, including applicable risks and controls.
• Adhere to Absa policies and procedures applicable to the role, demonstrating sound judgement and responsible risk management.
• Report all risk events, incidents and issues through the defined process for the relevant business area.
• Help identify why risk events and incidents occurred and how they can be prevented in the future.
• Proactively identify ways to improve the control environment by considering potential process failures and how errors can be prevented.
• Maintain continuous and proactive engagement with regulatory bodies and unions where applicable.
• Complete all mandatory training within the required deadlines.

Technical Skills And Competencies

Competencies

• Strong numeracy skills.
• Excellent attention to detail.
• Leadership skills.

Knowledge, Expertise And Experience

Essential

• Detailed knowledge of bank processes and rigour requirements relating to cash.
• Knowledge of cash handling.
• Systems knowledge.

Preferred

• Cash management and banking knowledge.

Experience And Qualifications

Essential

• Proven track record in dealing with physical cash.

Preferred

• Graduate.

Training Requirements Specific To The Role

Essential

• Training.
• Telephone skills.
• PD Team Member training.
• Discipline and Grievance training.
• Know Your Customer (KYC).
• Suspicious Transaction Monitoring.
• Anti-Money Laundering (AML).
• Fraud Prevention and Awareness.
• Operational awareness.
• ATM training.

Preferred

• Customer Service training.
• PC skills, including keyboard skills.
• Product training.
• General training on internal audit practices.

Key Issues Over The Next 12–24 Months

• Completion of the Skills Workbook.

Additional Details

• The role requires working on non-business days on a regular basis.

Absa Behaviour

The role is expected to demonstrate the following behaviours:

• Drive Performance.
• Delight Customers.
• Build Pride and Passion.
• Execute at Speed.
• Grow Talent and Capability.
• Protect and Enhance our Reputation.

Additional Criteria And Qualities

• High level of personal integrity and honesty.

Absa Values

Absa’s values and behaviours represent the standards that govern the actions of employees and against which performance is assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

• Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies – Required.

How To Apply

Interested candidates should apply through the official Absa careers platform before the application deadline.

CLICK/TAP HERE TO APPLY:

Application Deadline: 18 September 2026

Job Requisition ID: R-15990937