80h Service Consultant

**Req Number**
- 124496**Closing Date**
- 23 March 2023**Location**
- Randfontein**Cluster**
- Total Bus Banking and Retail**Job Purpose**
- To provide delightful client centric experience through agile engagements and to migrate clients to a digital channel of choice.**Responsibilities**:

- Manage the banking hall floor.
- Meet, greet, establish and clarify client needs and verify documentation.
- Control the queuing system and prioritise clients with special needs.
- Address any queries or concerns relating to the queue flow or digital devices.
- Walk the floor, educate clients on devices and ensure connectivity.
- Suggest alternative channels in terms of relevant point of service in relation to costing.
- Assist with or refer client complaints to management for resolution and feedback.
- Encourage client feedback and thank clients when exiting the branch.
- Promote digital banking by educating, activating and supporting clients.
- Support and motivate branch staff to educate and migrate clients to digital.
- Assist in enabling clients on digital and other self-service channels.
- Identify and recommend ways to enhance client communication.
- Manage the client experiences environment.
- Ensure that all equipment is switched on / off daily, is in working order and due process is adhered to.
- Meet with Branch Manager to discuss previous day's report and agree on any changes to be initiated.
- Ensure staff are ready to receive clients on time.
- Manage and hold staff accountable to call clients consistently whilst at the counter.
- Address both the negative and positive sides to client experience with all staff and provide recognition where it is due.
- Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.
- Ensure that there is sufficient stock at hand including promotional items, brochures holders, stationery, and replenish accordingly.
- Inspect banking hall for OHASA compliance and report defects and suspicious behaviour.
- Ensure all staff adhere to the clean desk environment in the branch.
- Support and coach branch staff to improve their comfort level across all digital platforms.
- Monitor all Client Experience data for the branch to identify experience failures with a focus on RODI principles.
- Manage the client experiences environment.
- Engage and participate/conduct experience related meetings in the branch.
- Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.
- Provide sales, digital leads and enable cross-selling to relevant departments.
- Achieve and report performance on digital usage targets.
- Improve digital migration volumes.
- Improve in enticement statistics in the branch.
- Support the achievement of the business strategy, objectives and values.
- Stay abreast of developments in field of expertise.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities.
- Participate and support corporate responsibility initiatives for the achievement of business strategy.
- Seek opportunities to improve business processes, models and systems though agile thinking.- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Preferred Qualification- Relevant digital certification- Minimum Experience Level- 3-5 years customer facing experience, preferable Retail branch experience**Technical / Professional Knowledge**
- Relevant product knowledge
- Customer service principles
- Governance, Risk and Controls
- Branch processes and procedures
- Behavioural Competencies- Building Customer Loyalty
- Managing Work
- Influencing
- Sales Persuasion
- Courage
- Positive Approach
- Customer Focus
- Stress Tolerance
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_