Client Advisor

3 weeks ago

Kimberley, Northern Cape, South Africa Nedbank Full time
Job Summary

We are seeking a skilled Client Advisor to join our team at Nedbank. As a Client Advisor, you will be responsible for educating clients on the functionality of self-service digital solutions, while solving for their sales and service needs to meet business goals and growing market share.

Key Responsibilities
  • Client Engagement:
    • Respond to client needs by offering the right service and solution.
    • Build client trust by applying your expertise and experience to do good for your client.
    • Educate clients and potential clients on how to subscribe and service their account.
    • Treat clients with respect, build trust, show care and humility in all client interactions.
    • Help clients achieve their goals and grow financially.
    • Own the client request end to end and route for alternative intervention if not equipped to service the client.
    • Entrench clients and deliver value through cross selling.
    • Facilitate the sales process by informing clients of the product features and benefits.
    • Document client needs analysis and provide corresponding product solutions.
    • Obtain referrals from existing clients as well as leads from other business units.
    • Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
    • Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
    • Collaborate with internal stakeholders to provide complete financial solutions for clients.
    • Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
    • Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
    • Act with a client first mindset in all client engagements.

Nedbank Goals:

  • 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.
  • Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
  • Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
  • Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
  • Support the achievement of the sales and service strategy objectives and values.
  • Enable Nedbank's strategy of being financial experts who do good.
  • Covert leads into sustainable business for Nedbank in a responsible manner.

Risk and Compliance:

  • Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
  • Report suspicious transactions to the relevant department.
  • Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
  • Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
  • Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.
Essential Qualifications
  • Diploma
Preferred Qualification

FAIS Approved Qualification

Minimum Experience Level
  • Must have 1 - 2 years Retail/Banking Client Service, Sales, Relationship experience
Technical / Professional Knowledge
  • Product sales skills
  • Sales Strategies
  • Product Knowledge
  • Customer service principles
  • Nedbank policies and procedures
  • Customer relationship management
Behavioural Competencies
  • Building Customer Loyalty
  • Building Trusting Relationships
  • Sales Persuasion
  • Technology Savvy
  • Planning and Organizing
  • Adaptability
  • Applied Learning

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