Job Title: Service Consultant
Requisition Number: 136101
Closing Date: 1 October 2024

Job Category: Sales and Client Service
Career Stream: Client Services
Position Level: Manage Self: Technical (MST)

Location: Nedbank

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Job Overview:
Nedbank is seeking skilled Service Consultants to educate and assist clients in the use of digital and self-service solutions, handle cash transactions, and maintain devices. The role is aimed at exceeding client expectations and meeting business goals by delivering high-quality client engagement and operational excellence.

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Key Responsibilities:

Client Engagement:

-Manage the queue flow and assist clients with digital devices.

-Help clients download and access online banking applications.

-Facilitate the purchase of value-added services such as pre-paid data and airtime.

-Guide clients on using self-service zones to access statements, cards, and documents.

-Maintain strong client relationships by keeping them updated on applications and requests.

• Understand client needs, offer appropriate financial solutions, and provide a seamless service experience.
• Educate clients on digital services, account management, and self-service options.
• Assist clients in completing their service needs through online platforms.
• Identify potential sales opportunities and refer clients to relevant departments.
• Greet and engage with clients to verify documentation and direct them accordingly.
• Provide knowledgeable support, ensuring a trustworthy and professional client service experience.

Business Operations:

• Process cash transactions and manage branch stock, including cards and foreign currency.
• Prioritize clients with special needs and control the queuing process.
• Secure cash holdings and balance store devices such as ATMs.
• Perform first-line maintenance for devices and ensure efficient cash replenishment.
• Manage cash flow, transfers, and recycling strategies within the branch.
• Execute client requests, such as deposits, withdrawals, foreign currency transactions, and transfer requests, in compliance with relevant policies and procedures.
• Maintain accurate records for courier handovers and transactional documents.

Risk and Compliance:

• Adhere to all safety, security, and compliance procedures to mitigate risk.
• Follow fraud prevention measures and transaction authentication policies.

Nedbank Goals:

• Act in the client’s best interest, maintain accountability, and always go the extra mile.
• Contribute to the success of Nedbank by achieving personal and team goals, while following security and operational procedures.
• Enhance client satisfaction through digital enticement and self-service migration.

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Qualifications and Experience:

Essential Qualifications:

• NQF Level: Diploma

Preferred Qualification:

• Higher Certificate in Banking Services (NQF5) or equivalent

Experience Required:

• Client service experience in retail or banking
• Proficiency with cash handling and technology
• 1st line problem resolution experience
• Foreign exchange knowledge (where applicable)

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Skills and Competencies:

• Customer service excellence
• Strong relationship management skills
• Problem-solving capabilities
• Knowledge of Nedbank security policies, governance, risk, and controls
• Familiarity with Forex products

Behavioural Competencies:

• Building Customer Loyalty
• Earning Trust
• Collaboration
• Managing Work
• Adaptability
• Stress Tolerance
• Continuous Learning

HOW TO APPLY:

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Contact Information:
For more information, please contact the Nedbank Recruiting Team at +27 860 555 566.

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