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Nedbank: Service Consultants

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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
Nedbank: Service Consultants