RRB Service Specialist

Job Description

To uncover, troubleshoot, and solve client needs relating to bank systems, processes, and technical constraints using digital and technical expertise to meet business goals with the intent to exceed client expectations.

Requirements

• Advanced Diplomas/National 1st Degrees
• Advanced Certificate in Banking Services - NQF6 preferred
• 3-6 years Retail/Banking Client Service, Cash, Banking Systems, 2nd Line Problem Resolution experience
• Foreign exchange experience
• Customer service principles
• Product knowledge
• Relevant Nedbank policies and procedures
• Troubleshooting
• Problem-solving skills
• Risk and security practices
• Governance, Risk, and Controls

Responsibilities

• Exceed client expectations by offering the right service and the right solution
• Build and maintain long-standing relationships with clients by using digital and technical expertise to resolve escalated client problems
• Foster mutual trust and confidence through providing expert client service
• Educate clients and potential clients on how to subscribe and service their account on Nedbank self-service platforms
• Understand client needs through connecting and delivering financial solutions with care
• Use expertise and relevant insights to solve client needs relating to self-service, features, and digital functionality
• Prevent fraud, risks, and losses by referring any occurrences outside of mandate or authentication procedure to relevant management
• Ensure technical issues relating to cash equipment and devices are resolved by logging calls with the IT help-desk
• Assist Client Advisors and Client Support Specialists with complex queries and complaints
• Manage daily, weekly, and monthly control activities
• Manage and control branch cash within branch holding limits
• Ensure the teller function, treasury, and ATMs are in a balancing position
• Manage and control forex cash and travel cards balancing and any takeovers of forex
• Adhere to metrofiling processes and archiving of documentation
• Authorize transactions and overrides outside of tellers and forex mandates
• Manage Document Management Portal and Branch Admin Centre escalations
• Action ARIBA system requests
• Ensure branch and treasury cash management through following correct take-over guidelines, monitoring teller cash limits, and ordering and sending off bulk cash
• Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile
• Contribute to Nedbank’s success through service excellence, teamwork, and personal development goals
• Adhere to Nedbank security, operational, and compliance procedures and policies