Teller – Maun Branch at BOTSWANA SAVINGS BANK

Core Accountabilities and Responsibilities:

Customer Service:

1. Greet customers warmly and provide friendly, professional service.
2. Assist customers with their banking needs, including deposits, withdrawals, and inquiries about account balances.
3. Address customer concerns and complaints promptly and effectively, escalating issues to the custodian or branch manager when necessary.
   Transaction Processing:
4. Process a variety of transactions, such as deposits, withdrawals, loan payments, and transfers, accurately and efficiently.
5. Verify customer identification and ensure that all transactions comply with bank policies and procedures.
6. Balance cash drawer at the end of each shift, ensuring that all transactions are accurately recorded, and any discrepancies are promptly resolved.  Sales and Referrals:
7. Identify customer needs and recommend appropriate banking products and services, such as savings accounts, loans, and credit cards.
8. Refer customers to other branch staff or departments for specialized services, such as mortgage loans or investment products.
9. Direct and recommend customers for digital onboarding to reduce dependency on use of physical channels.
   Compliance and Security:
10. Adhere to all bank policies, procedures, and regulatory requirements, including those related to anti-money laundering (AML) and know-your-customer (KYC) regulations.
11. Follow security procedures to protect the bank and its customers, including verifying signatures, monitoring for suspicious activity, and maintaining confidentiality of customer information.Cash Management:
12. Handle and count cash accurately, ensuring that all cash transactions are completed without errors.
13. Maintain adequate cash supply in the teller drawer and request additional cash as needed.
14. Secure cash and other valuables according to bank policies and procedures.  Administrative Duties:
15. Maintain accurate records of all transactions and prepare daily summaries and reports as required.
16. Perform routine clerical tasks, such as filing, answering phones, and processing mail.
17. Assist with branch opening and closing procedures, including balancing the vault and securing the premises.

Key Performance Areas

1. Customer satisfaction
2. Customer service time
3. Accuracy of transactions processed
4. Accuracy of data recorded

Qualifications:

• Degree in Business or a related field

Experience:

• Experience in a customer facing role would be an added advantage.

Competencies:

• Accountability
• Customer service
• Basic accounting
• Computer literacy
• Communication and interpersonal skills
• Professional and courteous