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Service Excellence Specialist
3 months ago
Job Requisition Details
- REQ# Location: Sandton, Johannesburg
- Career Stream
- Client Service
Leadership Pipeline
- Manage Self: Professional
Job Purpose
- To build and maintain strong relationships with our business clients through superior and hasslefree service in order to differentiate Nedbank as the banking partner of choice.
Responsibilities:
- Consistently ensured work completed to plan; progress reviewed and corrective action taken.
- Resource utilisation produced balanced output i.e. quality; cost; business expectations and compliance.
- Complied with risk standards; monitored and corrective action taken.
- Identified and resolved work obstacles and problems effectively and had contingency options to deliver required output.
- Contributed to the crafting of polices; procedures; standards; processes; etc.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
- Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g Green Strategy).
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Initiate sales process by identifying opportunities for additional product or service sales.
- Facilitate sales process by defining bank's fulfilment requirements for the client and gathering required documents to conclude the deal.
- Provide aftersales service to bank's business clients by responding to their queries and requests in an efficient and timely manner.
- Make suggestions to improve customer satisfaction by identifying trends in customer queries and complaints and reporting these to the relevant stakeholders.
- Manage business risk by adhering to security and compliance requirements and bank's policies and procedures and ensuring that relevant documents are in place.
- Manage operational risk by following appropriate process.
- Manage client expectations by clearly explaining process and timelines.
- Build a trusting relationship with clients by responding to queries and requests promptly.
- Maintain strong client relationships by proactively initiating interactions regularly.
- Nurture collaborative relationship with internal partners by referring new potential business and facilitating endtoend process of products.
- Develop a network of internal and external service providers by identifying individuals who can assist with meeting client's needs and interacting regularly with them.
Essential Qualifications
- NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Professional Certificate or Diploma in related field
- Minimum Experience Level 23 years' experience within a Banking/Financial Services environment
Technical / Professional Knowledge
- Cluster Specific Operational Knowledge
- Relevant regulatory knowledge
- Industry trends
- Business terms and definitions
- Communication Strategies
- Relevant software and systems knowledge
- Decisionmaking process
- Banking knowledge
- Governance, Risk and Controls
- Banking procedures
Behavioural Competencies
- Advancing Sales Discussions
- Building Customer Loyalty
- Work Standards
- Collaborating
- Communication
- Managing Work
