Customer Service Clerk- KZN

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.

Skills & Attributes:

• Listening skills; Understanding of Postbank products & services.

• Ability to communicate in the most commonly used local language of the area

• Interpersonal skills

• Time management

• Stress management

• Basic financial skills

• Familiarity with Switch/Core Banking concepts

• Honesty & Integrity

• Customer orientated

• Basic digital literacy (Mobile App / USSD / ATM processes)

• Experience using customer service tablets, barcode printers, or POS systems

• Must be able to work under pressure

• Flexibility

• High attention to detail

• Accuracy and mental alertness

• Ability to work independently and in a team

• Clean criminal record

How to Apply:

STEP 1 :If you wish to apply and meet the requirements, please send your CV, Certified copy of ID, Certified copies of Matric certificate and Post Matric Qualifications, Proof of residential address to email you will be directed to when you click apply button. All documents must be newly certified, not older than 3 months.

STEP 2: You the consent form that you are required to complete and submit within the 48 hours to the same email address. The South African Postbank SOC Limited envisages receiving large volumes of applications, thus candidates who fail to complete their applications in full will not be considered.