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The Banking Operations Analyst is responsible for the identifying, communicating and correcting / resolving of missing or erroneous deposits transactions as well as resolving customer deposit complaints timeously to improve and uphold a positive customer experience and protect and support revenue growth in the business. The Banking Operations Analyst is also responsible for the monitoring of processing throughout multiple regions and taking corrective actions should there be interruption to processing to ensure that we uphold a good customer experience across the Betway Platform.

Key Responsibilities:

• Accurate Sourcing of statement data as per the operational requirement.
• Timeous resolution of escalations/queries based on Company / Team SLA.
• Accurate and timeous capturing of manual credits to ensure our customers have received the best possible experience within the expected SLA.
• Investigate and highlight problematic processors / systems affecting transactional processing, escalate and drive resolution by assisting internal Devs and external third parties to get resolve processing issues.
• Review training manuals, Product documents and SOP's provided and enhance the manuals with new information that can assist the team to enhance their knowledge.
• Build relationships with Finance, Call Centres and other internal and external teams to ensure optimal resolution of escalations and quick responses and implementation on development requests or information needed.
• Communicate changes in process / notifications from processors or banks and any other relevant information regarding Monies in to other departments to ensure knowledge sharing and to enable other teams to be better prepared to manage the customer's experience.
• Investigate and Review competitor's offerings through daily research and query/escalation monitoring and put forward researched suggestions of changes required to improve our offering and ultimately our customers experience with our brand.
• Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand form financial loss or abuse.
• Consistently be improving skills and knowledge through Self-Development and Upskilling in all areas.
• Perform manual reconciliations where necessary.
• Identify data/statement issues and escalate to Appropriate 3rd party or internal departments to have issues resolved.
• Being able to Trouble shoot issues directly with 3rd party Processors, and internal departments to identify cause and put forward researched solutions suggestions to fix any current issues that might occur and prevent issues from occurring in future.
• Must be aware of current and upcoming sporting events and have insight on events that could contribute to volume spikes in the business.
• Assist with integration testing and on boarding of new processing providers
• Continuously review and evaluate the customer journey and actively take part in improving the customer's experience.
• Identify and put forward areas for improvement in efficiency around process or policies through automation, bulk functions or enhancements to manual processes.
• Monitor Monies In reports and statistics daily to highlight spikes and alerts to management and 3rd parties to ensure minimal customer negative impact and quick resolutions.
• Work closely with the Call Centre to monitor volumes whilst investigating possible impacted areas and assist Call centre management to identify root causes of volume drivers and escalate to relevant responsible teams to take quick action.
• Include detailed analysis of shifts in handovers outlining the volume drivers and important information or actions taken during shift to ensure management and the team is always up to date and able to take follow up actions post shifts.
• Effectively communicate findings concerning processing issues to relevant stakeholders with informative and detailed supporting analysis of the issues being experienced so stakeholders can make informed decisions and take relevant actions.

Skills & Experience Required:

• Intermediate / Advanced Excel Skills.
• A good functional understanding of transactional processing via Mobile money, Cards, E-cash/E-Wallet, Internet Banking and voucher purchases.
• Have a technical understanding of data sources, analysing of data and reporting
• Strong ability to identify tends in processing through detailed analysis.
• Strong Reconciliation / auditing of statements experience is essential.
• Having a BCom or working towards a BCom is preferable.
• Innovative and solution driven.
• Deadline driven and good time management.
• Adapt well to change.
• Strong sense of accountability and responsibility.
• Self-Development Driven.
• Ability to work under pressure.
• Ability to work alone and within a team.
• Strong attention to detail.
• Strong team player.
• Strong written and oral communication.
• Successful candidate must have own reliable transport.
• Successful candidate must be willing to work in a shift-based role with some shifts falling on weekends and public holidays as required by the business.
• Knowledge/exposure to financial product development/implementation would be an advantage.
• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow

• Job Description: Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.

• Identifying opportunities for process and service improvements and discussing these openly with your manager.

• Responsibilities: Experience making outbound calls or handling calls for UK clients

• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills

"In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"

• Qualifications: Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

Job Description: A collections agent will play a crucial role in our collection team working with customers whose accounts have fallen into arrears. They'll help customers navigate their financial journey while empowering them to become better and move forward with credit. They'll engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.

We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important to us. We want people who can both empathize with and engage customers, listening to their issues and helping to resolve and find solutions to their problems or query, whilst looking to increase customer satisfaction, provide good outcomes and reduce customer complaints.

• Responsibilities: Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.

• Identifying opportunities for process and service improvements and discussing these openly with your manager.

• Qualifications: Matric

• Experience in a customer-focused job within a credit and/or financial services environment.
• Previous experience in a fast-paced Collections environment.
• IT Proficient in using laptops or desktop PCs and Microsoft applications.
• 1-2 years of experience making outbound calls or handling calls for UK clients
• Experience in debt collection in the banking sector would be considered a strong advantage
• FCA / FSCA exposure as part of the collection experience is desirable.
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

A collections agent will play a crucial role in our collection team working with customers whose accounts have fallen into arrears. They'll help customers navigate their financial journey while empowering them to become better and move forward with credit. They'll engage with customers via the telephone, both inbound and outbound, providing assistance, solving problems, and ensuring satisfaction in every interaction.

We pride ourselves on fantastic customer satisfaction and quality of service, so attention to detail when following processes is important to us. We want people who can both empathize with and engage customers, listening to their issues and helping to resolve and find solutions to their problems or query, whilst looking to increase customer satisfaction, provide good outcomes and reduce customer complaints.

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
To provide specialist advise and support in the maintenance and analysis of operational data in order to provide accurate reports and information to relevant business stakeholders, through the execution of predefined objectives as per agreed SOPs.

Job Description
Banking operations support and advice: Provide specialist banking operations support and advice against standard operating procedures | Ad Hoc duties: Provide support to customers and team as required on an ongoing basis | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards | : | : | : | : | :

Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised

Company Description

At Cape Solutions UK, we provide smart, flexible outsourced sales, customer service, and support solutions with UK-led quality and global delivery. Our teams, based in South Africa and managed from the UK, bring cost-effective, performance-driven support across various industries. By offering fully trained and industry-aware teams, we simplify building in-house teams and provide the agility needed for growth. We partner with companies in sectors such as construction, recruitment, tech, insurance, finance, and more, tailoring our services to meet each client's growth goals.

Role Description

This is a full-time on-site role located in Cape Town for a Customer Service - Sales Agent. The Customer Service - Sales Agent will be responsible for handling customer enquiries, resolving issues, maintaining service quality, and ensuring customer satisfaction. The role also involves sales development and lead generation, including cold outreach and appointment setting. Agents will be expected to perform CRM follow-ups and deliver consistent professional service to help convert more business.

Requirements

• Customer Service, Customer Support, and Customer Satisfaction skills
• Strong communication and interpersonal skills
• Ability to work effectively in an on-site team setting
• Proficiency in CRM tools and sales follow-up processes
• Previous experience in sales development and lead generation
• High level of professionalism and problem-solving abilities

Your Role
As a
Customer Service Representative
, you will be responsible for internal sales administration and coordination in line with Brenntag South Africa's customer value proposition. The role ensures timely and accurate processing of sales orders, effective communication between internal stakeholders and customers, and high standards of service delivery to support business growth and customer satisfaction.

Responsibilities

• Check and confirm all received customer orders.
• Capture and process sales orders accurately onto the ERP system.
• Identify and report discrepancies relating to margins, pricing, and stock levels.
• Monitor and manage back-orders to ensure timely fulfilment.
• Assist Product Managers with inventory control by tracking usage patterns, new opportunities, and unusual order activity.
• Communicate regularly with Account Managers (AMs) and Product Managers (PMs) to optimise stock availability.
• Liaise with customers and operations to track deliveries and communicate any unforeseen delays.
• Handle customer queries and provide prompt feedback to Account Managers regarding customer activities and complaints.
• Identify potential sales leads and refer them to the appropriate Account Manager.
• Minimise operational costs and prevent unnecessary credit notes through process accuracy.
• Build and maintain strong relationships with internal and external customers.
• Ensure adherence to company service and quality standards.
• Prepare and submit weekly and monthly reports as required.
• Maintain accurate and up-to-date document management systems.
• Comply with company policies, procedures, and all Safety, Health, and Environment (SHE) standards.

Your Profile
You are a detail-oriented, service-driven individual with strong communication and administrative skills. You thrive in a fast-paced environment, can balance multiple priorities, and maintain accuracy under pressure. You are a proactive problem-solver who takes initiative to support sales and operations while ensuring a seamless customer experience.

Skills

• Excellent verbal and written communication skills.
• Strong organisational and administrative abilities.
• Proficiency in ERP systems and Microsoft Office (Excel, Outlook, Word).
• Customer-centric approach with problem-solving skills.
• High attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Collaboration and teamwork across departments.
• Basic understanding of inventory and order management principles.

Experience

• Minimum of 2–5 years' experience in customer service, internal sales, or sales administration (preferably within a chemical or manufacturing environment).
• Experience working with ERP systems for order processing and inventory management.
• Demonstrated ability to build and maintain customer relationships and resolve issues effectively.
• Exposure to working cross-functionally with sales, logistics, and product management teams.

Education

• Matric or NQF Equivalent.
• Tertiary qualification or certificate in Business Administration, Sales, Supply Chain, or a related field preferred.
• Must be computer literate in MS office.
• Working knowledge of SAP advantageous.

Our Offer

• Competitive and fair salary
• Retirement savings plan
• Professional development opportunities

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.

Brenntag TA Team