job description - Service Consultant
Client Engagement
- Address any concerns relating to the queue flow or digital devices.
- Assist client to download online applications and resolve any log in issues.
- Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
- Assist the client 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 client's 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 account.
- Educate clients on self-service, digital functionality and features.
- Facilitate a conversation with the client to assist them to complete 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 check list 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 cash management (i.e. Treasury and holdings), cash efficiency, and recycling strategies within the store.
- Load cash, and balance and provide first-line device maintenance and replenishment of consumables of all storage 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 by 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
- Banking Services (example, Higher Certificate in Banking Services - NQF5)
Minimum Experience Level
- 1 - 2 years
- Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign 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
Behavioral Competencies
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
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About the company
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We provide a wide range of financial services in the banking industry, which includes wholesale and retail banking services through four main business clusters, such as Investment Banking, etc.