Location: Umlazi, KZN, South Africa
Date: September 12, 2024
Requisition Number: 135912
Closing Date: September 19, 2024
Job Classification:
- Job Family: Sales and Service
- Career Stream: Client Service
- Leadership Pipeline: Manage Self: Technical (MST)
Job Purpose
The Service Consultant role at Nedbank is centered around providing exceptional client service through the education and support of digital and self-service solutions. This involves processing cash transactions, managing cash fulfillment, performing initial device maintenance, and ultimately aiming to meet business goals while surpassing client expectations.
Job Responsibilities
Client Engagement
- Address Client Concerns:
- Resolve issues related to queue flow and digital devices.
- Assist clients in downloading online applications and solving login problems.
- Value-Added Services:
- Help clients purchase services such as pre-paid data and airtime either online or via self-service devices.
- Document Assistance:
- Support clients in obtaining statements, cards, and other necessary documentation from self-service zones.
- Relationship Building:
- Maintain strong client relationships by keeping clients updated on their applications, queries, and requests.
- Discover and address clients’ service and digital needs through thoughtful engagement and understanding.
- Education and Facilitation:
- Educate clients on how to subscribe to and manage their accounts.
- Provide guidance on self-service and digital functionalities.
- Facilitate client conversations to complete service needs online.
- Sales and Cross-Selling:
- Identify quality sales leads and cross-sell by capturing information on the client management system and referring to relevant departments when necessary.
- Client Interaction:
- Greet clients, establish and clarify their needs, verify documentation, and direct them as needed.
- Manage client requests end-to-end and seek alternative solutions if unable to fulfill directly.
- Provide knowledgeable and trustworthy client service.
Business Operations
- Cash Transactions:
- Accept and process cash transactions over the counter.
- Branch Stock and Security:
- Balance and secure branch stock (e.g., cards).
- Control and manage the queuing process, prioritizing clients with special needs.
- Stock Management:
- Destroy outdated stock (e.g., cards) as per reports.
- Prepare transactional documents for inter-bank transfers, ensuring all documents are in the required format for courier handover.
- ATM and Device Management:
- Ensure ATM and ID availability through balancing and cash loading.
- Perform first-line maintenance on downed devices.
- Cash Management:
- Execute cash management strategies, including treasury and holdings, cash efficiency, and recycling within the store.
- Load cash, balance, and replenish store devices as required.
- Loss Prevention:
- Minimize losses by declaring any discrepancies in cash holdings and taking corrective actions.
- Client Requests:
- Process deposits, withdrawals, change, and transfer requests following relevant procedures and policies.
- Handle forex requests according to established procedures.
Risk and Compliance
- Mitigate Risk:
- Control counter and drop safe limits in line with policy.
- Prevent fraud and losses by adhering to client and transaction authentication procedures.
- Nedbank Goals:
- Act in the client’s interest, keep them informed, fulfill promises, and take accountability.
- Contribute to Nedbank’s success through achieving service excellence, teamwork, and personal development goals.
- Adhere to Nedbank’s security, operational, and compliance procedures.
- Business Growth:
- Improve digital enticement and migration volumes to self-service devices and online channels.
Qualifications and Experience
- Essential Qualifications: NQF Level Diploma
- Preferred Qualification: Banking Services (e.g., Higher Certificate in Banking Services – NQF5)
- Minimum Experience Level: 1 – 2 years of experience in retail or banking client service, cash handling, technology usage, and first-line problem resolution. Experience with foreign transactions is a plus.
Technical/Professional Knowledge
- Customer Service Principles: Understanding the core principles of delivering excellent customer service.
- Product Knowledge: Familiarity with banking products and services.
- Problem-Solving Skills: Ability to address and resolve client issues effectively.
- Relationship Management: Skills to build and maintain strong client relationships.
- Nedbank Security Policies and Procedures: Knowledge of Nedbank’s security and procedural guidelines.
- Governance, Risk, and Controls: Understanding governance structures and risk management protocols.
- Forex Product Knowledge: Familiarity with foreign exchange products.
Behavioral Competencies
- Building Customer Loyalty: Ability to foster long-term client relationships.
- Earning Trust: Demonstrating reliability and building trust with clients.
- Collaborating: Working effectively with team members and other departments.
- Managing Work: Efficiently managing workload and priorities.
- Adaptability: Flexibility to adapt to changing environments and client needs.
- Stress Tolerance: Ability to remain calm and effective under pressure.
- Continuous Learning: Commitment to ongoing personal and professional development.
For inquiries or further information regarding the Service Consultant position, please reach out to the Nedbank Recruiting Team at +27 860 555 566. If you cannot find the job you are looking for, consider activating job alerts to be notified of new openings as they become available.
