Customer Service Advisor – Intern

About Absa

With over 100 years of rich history and a strong presence across Africa, Absa combines local expertise with regional and international capabilities. A career with Absa offers the opportunity to be part of an exciting growth journey and contribute to shaping the future of Africa’s financial services sector.

At Absa, every employee’s story matters. Through continuous learning, career development opportunities, and a supportive work environment, employees are empowered to unlock their full potential.

Position Details

Position: Customer Service Advisor – Intern
Location: Pugu Branch, Tanzania
Job Requisition ID: R-15988412
Employment Type: Full-Time
Application Deadline: 28 June 2026

Job Summary

The Customer Service Advisor – Intern will be responsible for receiving and dispensing cash and related instruments while providing excellent customer service to walk-in branch customers. The role also involves cash management, ATM support, strong room custodianship, and adherence to operational risk and compliance requirements.

---

Key Responsibilities

1. Cash Counter Services (40%)

• Cash cheques and process customer withdrawals.
• Supervise tellers at the cash counter.
• Process cash and cheque deposits.
• Buy and sell foreign currencies.
• Respond to customer inquiries at the cash counter.
• Balance own till and assist other tellers with balancing when required.
• Prepare vouchers for onward processing by the Central Processing Unit (CPU) or back office.
• Promote and cross-sell bank products and services.
• Refer customers to appropriate banking solutions.
• Provide backup support for Customer Service Advisor duties.
• Resolve customer complaints and queries promptly.
• Assist with ATM card printing when required.

2. Cash Management – Strong Room Custodianship (30%)

• Sort and repatriate cash.
• Monitor cash levels in the strong room throughout the day.
• Order branch cash from cash providers or the Central Bank within approved limits.
• Escalate cash-related issues to the Branch Operations Team Leader or Branch Operations Manager.
• Ensure cash is packaged correctly by front-line staff.
• Recommend cash reorder levels based on demand.
• Ensure tellers and vault balances reconcile before branch closure.
• Act as Co-Custodian of the vault.
• Manage interactions between tellers and the vault.

3. Cash Management – ATM Operations (20%)

• Replenish ATM cash supplies.
• Prepare and sort clean cash for ATM loading.
• Repatriate damaged or unusable notes.
• Coordinate with ATM maintenance service providers regarding technical issues.
• Conduct daily ATM cash reconciliations.
• Ensure ATM uptime and troubleshoot minor faults where possible.
• Report ATM faults immediately to the ATM Manager and Operations Team.
• Inspect ATMs during non-working days to confirm operational status and adequate cash levels.
• Escalate ATM-related issues to branch management when necessary.

4. Teamwork and Support (10%)

• Provide cover for the Branch Custodian when required.
• Share knowledge and best practices with colleagues.
• Offer constructive feedback to support team performance and development.

---

Risk and Compliance Responsibilities

The successful candidate will be expected to:

• Comply fully with regulatory requirements and Absa’s Operational Risk Framework.
• Adhere to all internal policies, procedures, and operational standards.
• Demonstrate responsible risk management and sound judgment.
• Understand applicable risks and controls within daily operations.
• Report risk incidents and operational issues through established procedures.
• Support continuous improvement of the control environment.
• Complete all mandatory training within required timelines.

---

Required Competencies

• Strong numerical and analytical skills.
• Excellent attention to detail.
• Leadership and teamwork abilities.
• Strong customer service orientation.
• Effective communication skills.
• Ability to work accurately under pressure.
• High level of honesty, integrity, and professionalism.

---

Knowledge, Skills and Experience

Essential

• Knowledge of banking cash-handling procedures.
• Understanding of cash management processes.
• Systems and operational knowledge.
• Proven ability to handle physical cash accurately.

Preferred

• General banking knowledge.
• Cash management experience.
• Graduate qualification.

---

Training Requirements

Essential

• Teller Operations Training.
• Telephone Skills Training.
• PD Team Member Training.
• Discipline and Grievance Procedures.
• Know Your Customer (KYC).
• Suspicious Transaction Monitoring (STM).
• Anti-Money Laundering (AML).
• Fraud Prevention and Awareness.
• Operational Risk Awareness.
• ATM Operations Training.

Preferred

• Customer Service Training.
• Product Knowledge Training.
• PC and Keyboard Skills.
• Internal Audit Awareness Training.

---

Key Focus Areas

Over the next 12–24 months, the successful candidate will focus on:

• Completing the Skills Workbook.
• Strengthening operational effectiveness.
• Enhancing customer service delivery.
• Building knowledge of banking products and processes.

---

Working Conditions

• The role may require working on weekends and non-business days.
• Involves handling cash and operating within a highly controlled banking environment.

---

Absa Values

All employees are expected to demonstrate the following values:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Expected Behaviours

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

---

Education Requirements

Required Qualification:

• Higher Certificate or Advanced National (Vocational) Certificate in:
  • Business Studies
  • Commerce
  • Management Studies
  • Related fields

Preferred Qualification:

• Bachelor’s Degree or other graduate-level qualification.

Application Deadline

28 June 2026

Interested candidates are encouraged to submit their applications before the closing date.

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY