Service Consultant

Job Description

To educate clients on the convenience, security, and functionality of digital and self-service solutions; process cash transactions and cash fulfillment (i.e., balancing and replenishment); and perform first-line device maintenance to meet business goals and exceed client expectations.

Requirements

• Diploma (NQF Level 5)
• Finance-related Degree or Diploma preferred
• 1-2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience
• Foreign exchange experience
• Customer service principles
• Product knowledge
• Problem-solving skills
• Relationship management
• Knowledge of Nedbank security policies and procedures
• Governance, Risk, and Controls
• Forex product knowledge

Responsibilities

• Address concerns relating to queue flow or digital devices
• Assist clients to download online applications and resolve log-in issues
• Assist clients to buy value-added services (e.g., pre-paid data and airtime) online or through a self-service device
• Assist clients to obtain statements, cards, and other relevant documentation from self-service zones
• Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests
• 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 self-service, digital functionality, and features
• Facilitate conversations with clients to assist them in completing their service needs online
• Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action, and capturing it on the client management system
• Meet, greet, establish, and clarify client needs, verify documentation, and direct clients
• Nurture strong, long-standing 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
• Accept and service cash transactions over the counter
• Action control checklist applicable to teller, enquiries, and foreign functions daily
• Balance and secure branch stock holding (e.g., cards)
• Control the queuing process and prioritize clients with special needs
• Destroy old stock (e.g., cards) identified by reports
• Enable further processing of inter-bank 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 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 for all store devices
• Minimize losses and ensure corrective action by declaring discrepancies in cash holdings
• Process client deposits, withdrawals, change for change, and transfer requests by following relevant procedures and policies
• Process client forex requests by following relevant procedures and policies (e.g., FBN, bills, and transfers)
• 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
• 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 while adhering to 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 self-service devices and online channels