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Service Consultant

3 months ago

Cape Town, Western Cape, South Africa Nedbank Full time
Job Classification

Requisition Number-134259

Closing Date - 10 June 2024

Location -ST Georges Mall

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

FAIS AffectedJob 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 in order to meet business goals and exceed the client expectations.

Job Responsibilities

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 prioritise 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 hand over 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, withdrawal, change for change and transfer requests by following relevant procedure 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 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

Please contact the Nedbank Recruiting Team at