Service Consultant

4 weeks ago

Mthatha, Eastern Cape, South Africa Nedbank Full time
Job Title: Service Consultant

As a Service Consultant at Nedbank, you will play a crucial role in educating clients on the convenience, security, and functionality of digital and self-service solutions. Your primary responsibility will be to process cash transactions and cash fulfillment, as well as perform first-line device maintenance to meet business goals and exceed client expectations.

Key Responsibilities:
  • Client Engagement:
    • Address client concerns relating to queue flow or digital devices.
    • Assist clients with downloading online applications and resolving login issues.
    • Help clients purchase value-added services online or through self-service devices.
    • Assist clients in obtaining 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 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 accounts.
    • Educate clients on self-service, digital functionality, and features.
    • Facilitate conversations with clients to assist them in completing their service needs online.
    • Identify quality sales leads and enable cross-selling through client engagement, fulfilling, making suggestions, referring to the relevant department for action, and 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 checklists applicable to tellers, enquiries, and foreign functions daily.
    • Balance and secure branch stock holdings (e.g., cards).
    • Control the queuing process and prioritize clients with special needs.
    • Destroy old stock (e.g., cards) identified by reports.
    • Enable further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for handover 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, withdrawals, change for change, and transfer requests by following relevant procedures and policies.
    • Process client forex requests by following 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 while 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

Banking Services (example, 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

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