Client Advisor

EdUpStairs; KaMaqhekeza; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Nedbank is seeking a client-focused professional to educate clients on self-service digital solutions and to solve sales and service needs. The role emphasizes building trust, onboarding in line with Nedbank policy, and driving growth through cross-selling.

Ideal candidates have 1–2 years in retail/banking client service or sales, with a Diploma and preferably a FAIS qualification. On-site position with strong customer service requirements.

Qualifications

• Diploma or equivalent qualification required.
• FAIS Approved Qualification preferred.
• 1-2 years Retail/Banking Client Service, Sales or Relationship experience.

Responsibilities

• Educate clients on our self-service digital solutions and product benefits.
• Respond to client needs by offering the right service and solution.
• Ensure onboarding in line with policy and procedures.
• Build trust and maintain client relationships through updates.
• Cross-sell to entrench clients and grow the business.
• Document client needs analysis and provide product solutions.
• Collaborate with internal stakeholders to deliver financial solutions.

Skills

Product sales skills

Product Knowledge

Customer service principles

Nedbank policies and procedures

Customer relationship management

Building Customer Loyalty

Building Trusting Relationships

Technology Savvy

Planning and Organizing

Education

Diploma

FAIS Approved Qualification

Job description

Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.

Job Responsibilities

Client Engagement:

• Respond to client needs by offering the right service and solution.
• Build client trust by applying your expertise and experience to do good for your client.
• Educate clients and potential clients on how to subscribe and service their account.
• Treat clients with respect, build trust, show care and humility in all client interactions.
• Help clients achieve their goals and grow financially.
• Own the client request end to end and route for alternative intervention if not equipped to service the client.
• Entrench clients and deliver value through cross selling.
• Facilitate the sales process by informing clients of the product features and benefits.
• Document client needs analysis and provide corresponding product solutions.
• Obtain referrals from existing clients as well as leads from other business units.
• Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
• Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
• Collaborate with internal stakeholders to provide complete financial solutions for clients.
• Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
• Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
• Act with a client first mindset in all client engagements.

Nedbank Goals:

• Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank 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.
• Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
• Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
• Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
• Support the achievement of the sales and service strategy objectives and values.
• Enable Nedbank's strategy of being financial experts who do good.
• Covert leads into sustainable business for Nedbank in a responsible manner.

Risk and Compliance:

• Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
• Report suspicious transactions to the relevant department.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
• Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
• Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.

Essential Qualifications - NQF Level

• Diploma

Preferred Qualification

• FAIS Approved Qualification

Minimum Experience Level

• 1 - 2 yearsRetail/Banking Client Service, Sales, Relationship experience

Technical / Professional Knowledge

• Product sales skills
• Product Knowledge
• Customer service principles
• Nedbank policies and procedures
• Customer relationship management
• Building Customer Loyalty
• Building Trusting Relationships
• Technology Savvy
• Planning and Organizing

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