Cash Center Admin

Key Performance Areas (KPAs)

Performance Standards

1. Effective Reporting

• Compile a range of reports received from the Cash Management Centre (CMC) accurately and promptly.
• Scan and distribute customer deposit slips, e-Viper reports, and banking consignment forms efficiently.
• Prepare and submit variance reports, covering ATM, teller, and treasury discrepancies.
• Maintain and update monthly statistics on a daily basis to ensure data accuracy.

2. Customer Service (Internal and External)

• Respond promptly, professionally, and courteously to all customer enquiries within agreed service level agreements (SLAs).
• Provide appropriate solutions when identifying deviations from agreed processes or contracts.
• Communicate service issues and cash discrepancies clearly and effectively to customers.
• Identify recurring service failures and proactively inform both customers and the CMC Manager.
• Address internal requests for information accurately and efficiently.
• Compile thorough investigation documentation for handover to the Risk Department.

3. Segregation of Duties

• Manage the receipt of all customer orders independently to ensure appropriate segregation of responsibilities and maintain control.

4. Outsourced Cash Processing Centre (OCPC) Support

• Accurately perform Finteq scanning tasks in accordance with procedures.
• Prepare all necessary documentation for the following day’s loadings in a timely manner.
• Obtain authorisation from the FNB HUB when required and liaise effectively with relevant teams.
• Despatch all deposit slips to the FNB HUB promptly.