Position: Service Consultant
Location: Various
Job Family: Sales and Service
Career Stream: Client Service
Leadership Pipeline: Manage Self: Technical (MST)
Job Purpose
At Nedbank, our Service Consultants play a crucial role in providing seamless financial services to clients. This role is centered on client engagement, digital education, cash transaction processing, and device maintenance, all aimed at delivering exceptional banking experiences.
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Key Responsibilities
Client Engagement and Digital Banking Support
- Address concerns related to queue management and digital banking devices.
- Guide clients in downloading and troubleshooting online banking applications.
- Assist clients in purchasing value-added services such as prepaid airtime and data via digital platforms.
- Provide support in retrieving statements, new cards, and other banking documents from self-service areas.
- Build long-term relationships with clients by keeping them informed about their application progress.
- Discover clients’ financial needs and introduce digital banking solutions.
- Educate clients about the benefits of digital banking and self-service functionalities.
- Encourage clients to complete banking transactions using online platforms.
- Identify potential cross-selling opportunities and refer them to relevant departments.
- Welcome clients, verify documentation, and ensure they are directed appropriately.
- Own client requests and escalate when necessary.
- Deliver knowledgeable service to instill client confidence.
Branch Operations and Cash Management
- Handle and service cash transactions at teller counters.
- Execute daily control checklists for teller and foreign exchange transactions.
- Balance and maintain branch stock, including bank cards and essential documents.
- Manage queue flow and prioritize special-needs clients.
- Destroy outdated bank cards per security guidelines.
- Process inter-bank transfers by preparing and handing over necessary documents.
- Maintain ATM and ID verification machines by ensuring cash availability and first-line maintenance.
- Implement efficient cash recycling strategies within the branch.
- Secure cash holdings and mitigate risks by adhering to branch policies.
- Process deposit, withdrawal, and forex transactions while following standard procedures.
Risk and Compliance Adherence
- Monitor and control counter and safe limits to reduce financial risks.
- Prevent fraud by strictly adhering to authentication policies and security mandates.
- Follow governance, risk, and control protocols to ensure compliance with regulatory requirements.
Nedbank’s Commitment to Excellence
- Prioritize clients’ interests by providing transparent, accountable, and reliable service.
- Foster teamwork and personal development while meeting operational and security policies.
- Enhance digital migration by encouraging clients to use self-service channels and online banking platforms.
- Contribute to business growth by delivering top-tier client experiences.
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Required Qualifications
Essential Qualifications – NQF Level
- Diploma in a relevant field.
Preferred Qualification
- Higher Certificate in Banking Services – NQF5.
Experience Requirements
- 1 – 2 years of experience in Retail/Banking Client Service.
- Exposure to cash handling, technology-driven problem resolution, and first-line support.
- Proven experience in foreign exchange transactions.
Technical and Professional Skills
- In-depth knowledge of customer service principles.
- Proficiency in banking product offerings.
- Strong problem-solving abilities.
- Relationship management and customer engagement skills.
- Compliance with Nedbank’s security policies and procedures.
- Familiarity with governance, risk, and control policies.
- Expertise in forex product management.
Behavioral Competencies
- Building Customer Loyalty
- Earning Trust
- Collaboration and Teamwork
- Managing Work Efficiently
- Adaptability in a Fast-Paced Environment
- Stress Tolerance and Crisis Management
- Continuous Learning and Upskilling
Why Choose Nedbank as a Service Consultant?
- Career Growth: Opportunities for skill development and internal promotions.
- Dynamic Work Environment: Exposure to diverse banking operations.
- Competitive Compensation: Market-aligned salary packages and benefits.
- Technological Advancement: Hands-on experience with digital banking innovations. APPLY HERE
Conclusion
A Service Consultant role at Nedbank is ideal for individuals passionate about customer service, digital banking, and operational excellence. By embracing our values of trust, accountability, and efficiency, you can contribute to an industry-leading banking experience for our clients.
