Service Consultant at Nedbank

 Position Overview: Service Consultant at Nedbank

Reference: 135578

Closing Date: 02 September 2024

Job Family: Sales and Service
Career Stream: Client Service
Leadership Pipeline: Manage Self: Technical (MST)

Introduction

The role of a Service Consultant at Nedbank is a dynamic and critical position aimed at enhancing the customer experience by providing exemplary client service. Located in Riversdale, this role focuses on educating clients about the advantages of digital and self-service solutions, processing various financial transactions, and performing essential maintenance tasks. This position is instrumental in meeting business goals and surpassing client expectations through both direct service and operational efficiency.

Job Purpose

The primary purpose of the Service Consultant role is to educate and assist clients in leveraging digital and self-service tools offered by Nedbank. This involves processing cash transactions, managing cash fulfillment, and performing first-line maintenance on devices. The role also encompasses engaging with clients to address their needs, ensuring they are informed and satisfied with their service experiences.

Key Responsibilities

1. Client Engagement

• Queue and Device Management: Address any concerns related to the flow of clients in the queue and the functionality of digital devices. Ensure smooth operations and minimize client wait times.
• Application Assistance: Help clients download online applications, resolve login issues, and guide them through purchasing value-added services such as pre-paid data and airtime either online or through self-service devices.
• Document Retrieval: Assist clients in obtaining necessary statements, cards, and other documentation from self-service zones.
• Relationship Building: Develop and maintain strong client relationships by keeping clients updated on the progress of their applications, queries, and requests.
• Service Discovery: Identify client needs through engagement and offer tailored financial solutions. Provide education on self-service and digital functionalities, guiding clients through the completion of their service needs online.
• Sales Leads and Cross-Selling: Identify potential sales opportunities and suggest additional services as appropriate, referring clients to the relevant department and capturing information in the client management system.
• Client Interaction: Greet clients, establish their needs, verify documentation, and direct them accordingly. Ensure each client request is handled comprehensively, with alternative solutions provided if necessary.
• Service Excellence: Deliver knowledgeable service that fosters trust and confidence, aiming to exceed client expectations.

2. Business Operations

• Cash Transactions: Handle and service cash transactions over the counter, ensuring accuracy and compliance with relevant procedures.
• Stock Management: Balance and secure branch stock, including cards, and manage the destruction of outdated stock as identified by reports.
• Queue Management: Control the queuing process, prioritize clients with special needs, and ensure efficient branch operations.
• Inter-bank Transfers: Prepare and process all transactional documents for inter-bank transfers, ensuring accuracy and adherence to deadlines.
• ATM/ID Management: Maintain ATM and ID availability through cash balancing, loading, and first-line maintenance support for devices.
• Cash Management: Implement cash management strategies, including Treasury and holdings, cash efficiency, and recycling.
• Discrepancy Management: Minimize losses by promptly declaring any discrepancies in cash holdings and taking corrective action as necessary.
• Forex Requests: Process client forex requests following relevant procedures and policies, including handling bills and transfers.

3. Risk and Compliance

• Risk Mitigation: Control counter and drop safe limits according to policy to prevent fraud and manage risks.
• Fraud Prevention: Adhere to client and transaction authentication procedures and policies to prevent fraud and losses.

4. Nedbank Goals

• Client Focus: Act in the client’s best interest, ensure transparency, and take accountability while striving to exceed client expectations.
• Personal Development: Contribute to Nedbank’s success by meeting service excellence and personal development goals, while adhering to security, operational, and compliance procedures.
• Business Growth: Support business growth by achieving individual and team goals that enhance the client experience and increase the use of digital and self-service channels.

Essential Qualifications and Experience

• Minimum Qualification: NQF Level 4 Diploma.
• Preferred Qualification: Higher Certificate in Banking Services – NQF Level 5.
• Experience: 1 – 2 years of experience in Retail/Banking Client Service, including cash handling, technology use, and first-line problem resolution. Experience with foreign exchange is essential.

Technical and Professional Knowledge

• Customer Service Principles: Understanding of customer service best practices.
• Product Knowledge: In-depth knowledge of banking products and services.
• Problem-Solving Skills: Ability to address and resolve client issues effectively.
• Relationship Management: Skills in managing client relationships and maintaining trust.
• Security Policies: Knowledge of Nedbank’s security policies and procedures.
• Governance and Risk Controls: Awareness of governance, risk, and control mechanisms.
• Forex Products: Familiarity with foreign exchange products and services.

Behavioral Competencies

• Building Customer Loyalty: Ability to cultivate strong customer relationships and loyalty.
• Earning Trust: Demonstrate reliability and build trust with clients.
• Collaborating: Work effectively with team members and other departments.
• Managing Work: Prioritize tasks and manage workload efficiently.
• Adaptability: Adjust to changing circumstances and client needs.
• Stress Tolerance: Maintain performance under pressure.
• Continuous Learning: Commitment to ongoing personal and professional development.

Application Process

Interested candidates are encouraged to apply by contacting the Nedbank Recruiting Team at +27 860 555 566. If the desired position is not available, applicants can activate job alerts to be notified of new openings.

Conclusion

The Service Consultant role at Nedbank is integral to the bank’s commitment to delivering exceptional client service and operational excellence. By combining client engagement, efficient business operations, and stringent risk and compliance measures, this position contributes significantly to achieving Nedbank’s goals and enhancing the overall client experience.

Reference: 135578
Location: Riversdale
Closing Date: 02 September 2024

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