Job Purpose

To educate clients on the convenience, security, and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e., balancing and replenishment) and performing first-line device maintenance to meet business goals and exceed client expectations.

Job Responsibilities

Client Engagement

• Address any concerns relating to the queue flow or digital devices.
• Assist clients to download online applications and resolve any login issues.
• Assist clients to buy value-added services (e.g., pre-paid data and airtime) online or through a self-service device.
• Assist clients to obtain statements, cards, and other relevant documentation from self-service zones.
• Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
• Discover clients’ service and digital needs through connecting, understanding, and delivering financial solutions with care.
• Educate clients and potential clients on how to subscribe and service their accounts.
• Educate clients on self-service, digital functionality, and features.
• Facilitate a conversation with clients to assist them in completing their service needs online.
• Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action, and by capturing it on the client management system.
• Meet, greet, establish and clarify client needs and verify documentation and direct clients.
• Nurture strong, long-standing client relationships.
• Own the client request end-to-end and route for alternative intervention if not equipped to service the client.
• Provide knowledgeable client service that fosters mutual trust and confidence.

Business Operations

• Accept and service cash transactions over the counter.
• Action control checklist applicable to teller, enquiries, and foreign functions daily.
• Balance and secure branch stock holding (e.g., cards).
• Control the queuing process and prioritize clients with special needs.
• Destroy old stock (e.g., cards) identified by reports.
• Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for handover to couriers.
• Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first-line device maintenance support.
• Execute on cash management (i.e., Treasury and holdings), cash efficiency, and recycling strategies within the store.
• Load cash, balance, and provide first-line device maintenance and replenishment of consumables of all store devices.
• Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
• Process client deposits, withdrawals, change for change, and transfer requests by following relevant procedures and policies.
• Process client forex requests by following the relevant procedures and policies (e.g., FBN, bills, and transfers).

Risk and Compliance

• Mitigate risk by controlling counter and drop safe limits according to policy.
• Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.

Nedbank Goals

• Act in the client’s interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
• Contribute to the success of Nedbank through meeting your service excellence, teamwork, and personal development goals whilst adhering to Nedbank security, operational, and compliance procedures and policies.
• Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
• Improve digital enticement and migration volumes to self-service devices and online channels.

Essential Qualifications – NQF Level

• Diploma
• Preferred Qualification
• Must have completed a higher Certificate in Banking Services – NQF5

Minimum Experience Level

• Must have 1 – 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience.
• Must have foreign exchange experience.

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Problem-solving skills
• Relationship management
• Nedbank security policies and procedures
• Governance, Risk, and Controls
• Forex product

Behavioural Competencies

• Building Customer Loyalty
• Earning Trust
• Collaborating
• Managing Work
• Adaptability
• Stress Tolerance
• Continuous Learning