80h Service Consultant - Randfontein, South Africa - Nedbank

Nedbank
Nedbank
Verified Company
Randfontein, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

Req Number

Closing Date

  • 23 March 2023
    Location
  • Randfontein
    Cluster
  • Total Bus Banking and Retail
    Job Purpose
  • To provide delightful client centric experience through agile engagements and to migrate clients to a digital channel of choice

Responsibilities:


  • Manage the banking hall floor.
  • Meet, greet, establish and clarify client needs and verify documentation.
  • Control the queuing system and prioritise clients with special needs.
  • Address any queries or concerns relating to the queue flow or digital devices.
  • Walk the floor, educate clients on devices and ensure connectivity.
  • Suggest alternative channels in terms of relevant point of service in relation to costing.
  • Assist with or refer client complaints to management for resolution and feedback.
  • Encourage client feedback and thank clients when exiting the branch.
  • Promote digital banking by educating, activating and supporting clients.
  • Support and motivate branch staff to educate and migrate clients to digital.
  • Assist in enabling clients on digital and other selfservice channels.
  • Identify and recommend ways to enhance client communication.
  • Manage the client experiences environment.
  • Ensure that all equipment is switched on / off daily, is in working order and due process is adhered to.
  • Meet with Branch Manager to discuss previous day's report and agree on any changes to be initiated.
  • Ensure staff are ready to receive clients on time.
  • Manage and hold staff accountable to call clients consistently whilst at the counter.
  • Address both the negative and positive sides to client experience with all staff and provide recognition where it is due.
  • Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and redirecting clients to alternative service points.
  • Ensure that there is sufficient stock at hand including promotional items, brochures holders, stationery, and replenish accordingly.
  • Inspect banking hall for OHASA compliance and report defects and suspicious behaviour.
  • Ensure all staff adhere to the clean desk environment in the branch.
  • Support and coach branch staff to improve their comfort level across all digital platforms.
  • Monitor all Client Experience data for the branch to identify experience failures with a focus on RODI principles.
  • Manage the client experiences environment.
  • Engage and participate/conduct experience related meetings in the branch.
  • Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and redirecting clients to alternative service points.
  • Provide sales, digital leads and enable crossselling to relevant departments.
  • Achieve and report performance on digital usage targets.
  • Improve digital migration volumes.
  • Improve in enticement statistics in the branch.
  • Support the achievement of the business strategy, objectives and values.
  • Stay abreast of developments in field of expertise.
  • Ensure personal growth and enable effectiveness in performance of roles and responsibilities.
  • Participate and support corporate responsibility initiatives for the achievement of business strategy.
  • Seek opportunities to improve business processes, models and systems though agile thinking.
  • Essential Qualifications
  • NQF Level
  • Matric / Grade 12 / National Senior Certificate


  • Preferred Qualification

  • Relevant digital certification
  • Minimum Experience Level 35 years customer facing experience, preferable Retail branch experience
    Technical / Professional Knowledge
  • Relevant product knowledge
  • Customer service principles
  • Governance, Risk and Controls
  • Branch processes and procedures


  • Behavioural Competencies

  • Building Customer Loyalty
  • Managing Work
  • Influencing
  • Sales Persuasion
  • Courage
  • Positive Approach
  • Customer Focus
  • Stress Tolerance
- **_Please contact the Nedbank Recruiting Team at _
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