Service Consultant - Durban, South Africa - Nedbank

Nedbank

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Service Consultant

Requisition Number Closing Date07 July 2023
Location

Phoenix

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 selfservice 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.

Responsibilities:

Client Engagement:
Address any concerns relating to the queue flow or digital devices.
Assist the client to buy valueadded services (e.g. prepaid data and airtime) online or through a selfservice device.
Assist the client to obtain statements, cards and other relevant documentation from selfservice zones.
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 selfservice, 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 crossselling (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, longstanding 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 interbank 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 selfservice devices and online channels.

Essential Qualifications

NQF Level
Diploma

Preferred Qualification

Banking Services (example, Higher Certificate in Banking Services
NQF5)
Minimum Experience Level 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