Customer Service Clerk
Location: All provinces
Closing Date: 16 January 2026
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, and 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
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.
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