Service Consultant - Motherwell, South Africa - Nedbank

    Nedbank
    Nedbank Motherwell, South Africa

    3 weeks ago

    Nedbank background
    Description

    Service Consultant - Motherwell - Port Elizabeth


    Requisition number: 133178

    Closing date: 28 April 2024

    Job Family


    Sales and Service

    Career Stream


    Client Service

    Leadership Pipeline


    Manage Self: Technical (MST)

    Job Purpose


    To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing 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 client's 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 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 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

    • Diploma

    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

    • 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

    Please contact the Nedbank Recruiting Team at