Service Consultant
| Reference | REQ 136768 |
| Location | Jane Furse, Limpopo |
| Cluster & Location | Total Business Banking and Retail – Consumer Channel |
| Career Stream | Client Service |
| Leadership Pipeline | Manage Self: Technical (MST) |
| Closing Date | 15 November 2024 |
Objective of the Position
To surpass client expectations and achieve business objectives, it is necessary to educate clients on the security, functionality, and convenience of digital and self-service solutions, as well as to perform first-line device maintenance and process cash transactions and cash fulfillment (i.e. balancing and replenishment).
Client Engagement: Job Responsibilities
- Address any apprehensions regarding the flow of the queue or the use of digital devices.
- Assist the client in downloading online applications and resolving any login issues.
- Assist the client in purchasing value-added services (e.g., pre-paid data and airtime) online or through a self-service device.
- Assist the client in obtaining statements, vouchers, and other pertinent documentation from self-service zones.
- Establish and sustain client relationships by providing clients with updates on the status of their applications, inquiries, and requests.
- Connect, comprehend, and deliver financial solutions with compassion to identify the service and digital requirements of clients.
- Teach clients and prospective clients how to subscribe and maintain their accounts.
- Provide clients with information regarding digital functionality and features, as well as self-service.
- Engage in a dialogue with the client to help them fulfill their service requirements online.
- Identify quality sales prospects and facilitate cross-selling (without providing advice) by engaging with clients, making suggestions, referring them to the appropriate department for action, and capturing them on the client management system.
- Meet, greet, establish, and clarify the requirements of the client, verify the documentation, and direct the client.
- Develop enduring, robust client relationships.
- Manage the client request from beginning to conclusion and refer the client to an alternative intervention if the client is unable to be served.
- Offer client service that is informed and that cultivates mutual confidence and trust.
Business Operations
- Over the counter, accept and process cash transactions.
- Action control check list that is pertinent to foreign functions, inquiries, and teller services on a daily basis.
- Balance and ensure the security of branch stock holdings, such as cards.
- Manage the queueing process and prioritize clients with unique requirements.
- Dispose of obsolete inventory, such as cards, that has been identified in reports.
- Facilitate the subsequent processing of inter-bank transfers by ensuring that all transactional documents and originals (WASTE) are prepared in the appropriate format by the specified deadline for delivery to couriers.
- Perform first-line device maintenance support to ensure ATM/ID availability by balancing and loading cash and ministering to down devices.
- Implement strategies for cash management (including Treasury and holdings), cash efficiency, and recycling within the store.
- Load cash, balance, and perform first-line device maintenance and consumable replenishment for all store devices.
- Declare any discrepancies in cash holdings to minimize losses and guarantee that corrective action is taken.
- Process client deposits, withdrawals, change requests, and transfers in accordance with pertinent policies and procedures.
- Follow the appropriate procedures and policies to process client forex requests, such as FBN, invoices, and transfers.
Compliance and Risk
- Control counter and lower safe limits in accordance with the policy to reduce risk.
- Adhere to client and transaction authentication procedures and policies, as well as mandates, to prevent fraud and losses.
Nedbank Objectives
- Act in the client’s best interest, provide the client with information, fulfill your commitments and obligations, assume responsibility, and go above and beyond.
- Contribute to Nedbank’s success by achieving your personal development, collaboration, and service excellence objectives while adhering to Nedbank’s security, operational, and compliance policies.
- By achieving individual and team objectives that facilitate a positive client experience, the business will be developed, retained, and expanded.
- Enhance the volume of digital enticement and migration to online channels and self-service devices.
Minimum Experience Level
- Preference is given to candidates with a minimum of two to three years of customer-facing experience.
- Retail branch experience 1 to 2 years of experience in client service, cash management, technology proficiency, and first-line problem resolution.
- Foreign exchange experience, when applicable.
Needs
- Banking Services (e.g., Higher Certificate in Banking Services – NQF5)
- Matriculation / Grade 12 / National Senior Certificate
- Must possess a clean criminal record and ITC.
Technical and professional expertise Customer service principles
- Product expertise Problem-solving abilities
- Relationship administration
- Nedbank’s security policies and procedures
- Governance, Risk, and Controls
- Foreign exchange product
Behavioral Competencies
- Developing Customer Loyalty Establishing Trust Collaborating
- Work Management Adaptability
- Stress Tolerance
- Ongoing Education
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