Company: Absa Bank Limited | Category: Finance, Banking and Accounting | Experience: 2 Years
Apply Here: https://onnetpulse.com/jobs/absa-bank-limited-wealth-lounge-officer
Wealth Lounge Officer at Absa Bank Limited
Empowering Africa’s tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
The incumbent will serve as the first point of contact for High-Net-Worth clients within the Wealth Centre, playing a key role in setting the tone for their overall banking experience. With proven experience in a service-driven environment and a strong passion for delivering exceptional customer experience, the Wealth Lounge Officer is expected to demonstrate excellent communication skills and a consistent ability to build and maintain positive client relationships.
In addition, the role is responsible for delivering welcoming, professional, and efficient front-of-house experience within the bank lounge. This includes assisting customers, managing the lounge environment, and promoting bank services, while ensuring client comfort, security, and overall satisfaction at all times.
Job Description
Job Purpose
To deliver exceptional client experience within the Wealth Centre while providing efficient operational and administrative support to the Wealth and Coverage Teams, ensuring seamless service delivery and client satisfaction.
Job Description
Operational Rigour
Customer Experience & Service Excellence:
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Accountable for creating a professional and welcoming first impression for all clients, particularly High-Net-Worth individuals.
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Ensures consistent delivery of high-quality, personalized service aligned with the bank’s standards.
Art Gallery Support (Where Applicable)
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In lounges that feature an art gallery, the officer adds value by being knowledgeable about current exhibits. They assist customers in locating artworks and provide guidance through the gallery, enriching the client experience.
Operational & Administrative Support
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Responsible for providing day-to-day support to the Coverage Team through efficient handling of business-as-usual (BAU) operational and administrative tasks.
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Ensures accuracy, timeliness, and continuity in service delivery.
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Business Support & Performance Contribution
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Accountable for supporting the Wealth Team in achieving overall business objectives.
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Ensure processes are followed effectively and service standards are consistently met.
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Teamwork & Collaboration
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Demonstrates strong teamwork by proactively supporting colleagues across the Wealth Business.
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Collaborate effectively with internal stakeholders such as Coverage, Operations, and Compliance to ensure seamless execution of tasks and client requests.
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Ownership & Accountability
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Takes full ownership of assigned responsibilities, ensuring tasks are completed efficiently and within deadlines.
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Maintains clear and proactive communication to avoid delays, errors, or service gaps.
Customer Issue Resolution
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Responsible for addressing client concerns promptly and professionally.
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Ensures appropriate escalation of complex issues to maintain service quality.
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Lounge Environment & Standards
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Accountable for maintaining a clean, organized, and comfortable lounge environment that reflects professionalism and excellence.
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Security & Compliance
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Ensures adherence to security procedures and compliance requirements.
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Maintains client confidentiality and monitors access to the lounge environment.
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Support for Vulnerable Clients
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Provides appropriate assistance to elderly or disabled customers, ensuring inclusivity and a high standard of care.
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Client Feedback & Service Enhancement
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Responsible for gathering client feedback and sharing insights with management.
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Contributes to continuous improvement of service delivery and client experience.
Team working
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Working with the Wealth Support Team to deliver exceptional business performance
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Demonstrate Team Spirit by providing support to colleagues within Wealth Business when required.
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Work collaboratively with colleagues for the smooth running of the business
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Depending on business contingencies, you may be called upon to perform other duties assigned to you by management.
Self
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Agree performance development objectives with line manager
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Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.
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Demonstrate a can–do attitude
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Participate actively in Wealth activities
Mandatory Risk and Control objective
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Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Risk Management Framework, and internal Absa Policies and Policy Standards.
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Understand and manage risks and risk events (incidents) relevant to the role
Role/person specification
Technical skills / Competencies
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Demonstrate customer obsession
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Excellent oral communication skills
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Digitally Savvy
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Relating and networking
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Excellent sales techniques
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Good negotiation skills
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Delivering results and exceeding customer expectations
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Planning and Organizing
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Team working
Knowledge, Expertise and Experience
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2+ years of experience in a customer-facing role
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Customer Service Skills: Excellent interpersonal skills, patience, and a genuine desire to assist customers.
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Professional Appearance: Maintain a neat and professional appearance, adhering to the bank’s dress code.
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Communication Skills: Clear verbal communication and active listening abilities.
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Adaptability: Ability to handle various customer personalities and adapt to changing situations.
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Bilingual in English and French (any other language is a plus)
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
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