Service Consultant (Maternity Replacement)

Job Requisition details

Req: 143518

Area: Acornhoek Mpumalamga

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

FAIS Affected

Job Purpose

To educate clients on the convenience security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment ( and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations.

Job Responsibilities

Client Engagement:

• Address any concerns relating to the queue flow or digital devices.
• Assist client to download online applications and resolve any log in issues.
• Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
• Assist the client to obtain 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 clients 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 account.
• Educate clients on self-service digital functionality and features.
• Facilitate a conversation with the client to assist them to complete their service needs online.
• Identify quality sales leads and enable cross-selling (without advising) through client engagement fulfilling making suggestions referring to the relevant department for action and by 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 check list applicable to teller enquiries and foreign functions daily.
• Balance and secure branch stock holding (e.g. cards).
• Control the queuing process and prioritise clients with special needs.
• Destroy old stock (e.g. cards) identified by reports.
• Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over 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 withdrawal change for change and transfer requests by following relevant procedure and policies.
• Process client forex requests by following the 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 clients 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 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.
• Improve digital enticement and migration volumes to self-service devices and online channels.

Essential Qualifications - NQF Level

Preferred Qualification

Banking Services (example Higher Certificate in Banking Services - NQF5)

Minimum Experience Level

1 - 2 years

Retail/Banking Client Service Cash Technology Savvy 1st Line Problem Resolution experience. Where applicable Foreign experience.

Technical / Professional Knowledge

Behavioural Competencies