Purpose of the Job
The Customer Service Clerk (CSC) serves as Postbank's in-store banking representative within partnered retailers.
The CSC provides frontline assisted support to customers who require help initiating or completing banking transactions, bridging the gap between traditional in-branch experiences and digital/self-service channels (ATM Solutions, Mobile App, and USSD).
This role ensures every assisted transaction aligns with Postbank's governance, KYC/AML, and operational standards, while maintaining a consistent customer experience across distributed banking channels.
Could be requested to move across sites within a 30km radius should we not be able to get all the listed sites above
Job Responsibilities
Customer Interaction & Support
Welcome customers and identify their service need (deposit, withdrawal, redemption, balance, or book update).
Authenticate customers using ID and/or registered MSISDN.
Verify account status (CIF profile, KYC, AML compliance).
Educate customers on Postbank's digital channels and how to use them.
Maintain professional, empathetic, and efficient service at all times.
Transaction Facilitation
Initiate assisted transactions using the CSC terminal/tablet.
Generate secure barcodes or OTP slips for cash transactions (Deposits / Withdrawals / Book Updates).
Print and hand the customer the barcode slip to present to the Retailer Teller for completion.
Confirm the transaction status post-fulfilment via the Ops Console.
Handle exceptions (expired OTPs, invalid accounts, failed validations).
Operational Controls & Governance
Ensure all vouchers/tokens follow defined lifecycle states (Created → Used → Expired → Cancelled).
Submit daily reconciliations to Postbank's operational team.
Log all exceptions and escalations for Call Centre/Back Office resolution.
Adhere to security, data privacy, and anti-fraud protocols.
Comply with voucher expiry policies (≤ 60 minutes) and reporting obligations.
Customer Education & Migration
Promote the use of self-service channels (ATM Solutions, Mobile App, USSD).
Demonstrate in-app or USSD processes where possible.
Support first-time digital activations (device linking, PIN resets).
Service & Quality
Maintain service standards in accordance with Postbank's Service Level Agreements (SLAs).
Participate in continuous service-improvement feedback loops with the Regional Supervisor.
Ensure all customer data is treated with strict confidentiality.
Minimum Qualifications and Experience Required
Matric (Grade 12) - essential
NQF 5 or higher in Banking / Financial Services / Customer Management - preferred
Minimum 2 years' customer-facing or teller experience (Banking / Retail / Financial Services)
Familiarity with Postbank or similar financial platforms advantageous
Experience as a Customer Services Consultant/Cashier or in any other Customer Service role will be an added advantage.
Ms Office: Ms Word, Ms Excel, PowerPoint, and Outlook
Deadline:11th March,2026