CAPITEC has Bank Better Champions

Purpose Statement

To welcome clients and coordinate the branch flow through efficient queue functioning, providing excellent client service and assisting clients at the ATM and to complete transactions on any remote or self-service channels. In doing so, gain the knowledge, skills and experience required for service consulting.

We are seeking a highly motivated and customer-oriented individual to join our team as an ATM Service Representative. As an ATM Service Representative, you will play a crucial role in providing exceptional service to our customers, ensuring the smooth operation and functionality of our ATM machines. You will be responsible for maintaining and troubleshooting ATM machines, handling customer inquiries and complaints, as well as actively promoting our banking products and services. This is an excellent opportunity for someone who enjoys working in a fast-paced environment, has strong technical skills, and possesses excellent communication and problem-solving abilities.

Experience

Minimum:

• No experience required but individual needs to hold a Grade 12 National Certificate

Ideal:

• Some client service experience within a retail/ financial/ banking environment

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

Knowledge

Minimum:

• Basic calculations
• How to engage with people
• Clarity and understanding of own aspirations, being ambitious and keen to learn.

Ideal:

• Knowledge of bank branch environments
• Knowledge of Capitec Bank products and business processes (internal)

ATM Service Representative Responsibilities

• Conduct routine inspections and maintenance on ATM machines to ensure functionality and prevent downtime.
• Perform cash replenishment, including counting and verifying cash, and reconciling transactions.
• Troubleshoot and resolve technical issues related to ATM machines, including hardware and software problems.
• Coordinate with vendors and technicians for repairs and upgrades as needed.
• Monitor and respond promptly to ATM alarms and alerts.
• Conduct periodic audits to ensure compliance with security protocols and regulations.
• Greet customers and assist them with their ATM transactions.
• Educate customers on how to use ATM machines and troubleshoot basic issues they may encounter.
• Respond to customer inquiries, concerns, and complaints in a professional and timely manner.
• Recommend and promote banking products and services to customers.
• Provide accurate and up-to-date information regarding account balances, transaction history, and other banking services.
• Resolve customer issues and ensure customer satisfaction.
• Maintain accurate records of ATM transactions, cash deposits, and withdrawals.
• Prepare reports on ATM performance, including transaction volumes, uptime, and customer feedback.
• Compile data and generate reports on customer usage patterns and trends.
• Analyze reports to identify opportunities for improvement and implement necessary changes.

Required Skills

• Strong knowledge of ATM machines, including hardware and software components.
• Ability to troubleshoot and resolve technical issues independently.
• Proficiency in understanding and interpreting error codes and ATM system logs.
• Experience with cash handling, including counting and verifying cash.
• Familiarity with ATM network connectivity and protocols.
• Excellent interpersonal and communication skills.
• Ability to provide exceptional customer service in a professional and friendly manner.
• Strong problem-solving skills to address customer inquiries and complaints effectively.
• Patience and empathy when dealing with customer issues and concerns.
• Ability to promote banking products and services to customers.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize workload effectively.
• Excellent time management skills to meet deadlines and respond to customer needs promptly.
• Ability to work independently and collaboratively as part of a team.
• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Interpersonal & Relationship management Skills

Required Qualifications

• High school diploma or equivalent is required/ Grade 12
• Previous experience in a customer service role, preferably in the banking industry or ATM maintenance field, is preferred.
• Basic computer skills, including proficiency in Microsoft Office Suite.
• Knowledge of banking products and services is a plus.
• Strong mathematical skills and ability to handle cash transactions accurately.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Physical ability to lift heavy objects, stand for long period, and perform repairs or maintenance tasks on ATM machines.

Conditions of Employment