Service Consultant
Nedbank
Ellas Motsoledi, Limpopo
Permanent
| Reference | 136752 |
| Requisition Details & Talent Acquisition Contact | Twanette Coetser |
| Location | Elias Motsoaledi Rural, Limpopo |
| Cluster | Total Business Banking and Retail – Consumer Channel |
| Career Stream | Client Service |
| Leadership Pipeline | Manage Self: Technical (MST) |
| Closing Date | 15November 2024 |
Objective of the Position
To inform clients about the convenience, security, and functionality of digital and self-service solutions; managing cash transactions and cash fulfillment (i.e., balancing and replenishment) and executing first-line device maintenance to achieve business objectives and surpass client expectations.
Job Responsibilities
Client Involvement:
- Address any issues pertaining to queue management or electronic gadgets.
- Facilitate the client’s download of online applications and address any login complications.
- Facilitate the client’s acquisition of value-added services (e.g., prepaid data and airtime) via online platforms or self-service devices.
- Facilitate the client’s acquisition of statements, cards, and other pertinent papers from self-service areas.
- Establish and sustain client connections by updating clients on the status or actions taken concerning their applications, inquiries, and requests.
- Identify the client’s service and digital requirements by engaging, comprehending, and providing financial solutions with diligence.
- Instruct current and prospective clients on the procedures for subscribing and managing their accounts.
- Instruct clients on self-service capabilities, digital functionalities, and features.
- Engage in dialogue with the client to aid them in fulfilling their online service requirements.
- Identify high-quality sales leads and facilitate cross-selling through client interaction, fulfillment, offering recommendations, referring to the appropriate department for action, and documenting it in the client management system.
- Engage with clients, ascertain and elucidate their requirements, verify paperwork, and guide them accordingly.
- Foster robust, enduring client relationships.
- Manage the client request comprehensively and redirect for other assistance if unable to fulfill the client’s needs.
- Deliver informed client service that cultivates reciprocal trust and confidence.
Business Operations:
- Facilitate and process cash transactions at the counter.
- Daily action control checklist relevant to tellers, inquiries, and overseas operations.
- Maintain and safeguard branch inventory (e.g. cards).
- Regulate the queuing procedure and prioritize clients with specific requirements.
- Eliminate obsolete inventory (e.g., cards) as indicated by reports.
- Facilitate the subsequent processing of inter-bank transfers by organizing all transactional documents and originals (WASTE) in the mandated format by the specified deadline for courier delivery.
- Guarantee the availability of ATMs and IDs by managing cash balance and loading, as well as addressing malfunctioning devices through initial maintenance support.
- Implement cash management procedures (i.e. Treasury and holdings), enhance cash efficiency, and develop recycling methods within the store.
- Load cash, manage balances, and perform initial device maintenance and consumable replenishment for all shop devices.
- Mitigate losses and implement remedial measures by reporting any disparities in cash reserves.
- Execute customer deposits, withdrawals, currency exchanges, and transfer requests in accordance with established procedures and policies.
- Execute customer FX requests in accordance with applicable procedures and policies (e.g. FBN, bills, and transfers).
Risk and Compliance:
- Mitigate risk by regulating counter and drop safe thresholds in accordance with policy.
- Mitigate fraud and losses by complying with regulations and implementing client and transaction verification protocols and rules.
Nedbank Goals:
- Advocate for the customer’s interests, provide information to the client, fulfill commitments and promises, assume responsibility, and exceed expectations.
- Enhance Nedbank’s success by achieving service excellence, fostering teamwork, and pursuing personal development objectives, while complying with Nedbank’s security, operational, and regulatory protocols.
- Enhance, maintain, and expand the business by achieving personal and collective objectives that foster a favorable client experience.
- Enhance digital engagement and increase migration rates to self-service devices and online platforms.
Minimum Experience level:
- 2 to 3 years of customer-facing experience is preferred.
- Experience in retail branches: 1 to 2 years in client service, cash handling, technological proficiency, and first-line problem resolution.
- Relevant foreign exchange experience.
Requirements
- Banking Services (e.g., Higher Certificate in Banking Services – NQF5)
- Matriculation / Grade 12 / National Senior Certificate
- Must possess a clear ITC and criminal record.
Technical and Professional Expertise
- Principles of customer service
- Product Expertise
- Analytical abilities
- Management of relationships Nedbank’s security rules and procedures
- Governance, Risk Management, and Control Mechanisms
- Foreign exchange product
Behavioral Competencies
- Establishing Customer Loyalty
- Establishing Trust Cooperation
- Administration Employment Flexibility
- Tolerance to Stress
- Ongoing Education
Please contact the Nedbank Recruiting Team at +27 860 555 566