Sales and Service Advisor

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

Job summary

EdUpStairs is seeking a client banking associate to enhance digital experiences in a branch-focused environment. You will assist with onboarding, educate clients on Nedbank products, and drive sales while maintaining high service standards.

Key responsibilities include handling basic account onboarding, informing clients about products, achieving sales targets, and leveraging data analytics for cross-selling, while ensuring regulatory and policy compliance.

Qualifications

• Diploma required
• FAIS accredited qualification preferred
• 1–2 years retail or banking client service, sales or relationship experience

Responsibilities

• Escalate unfulfilled client requests to the appropriate channel for actioning.
• On-board basic accounts (Personal loans, Credit cards).
• Ensure needs assessment is completed to offer related products and services.
• Inform clients of financial products, features and benefits.
• Deliver sales targets and achieve client acquisition, growth and retention.
• Obtain referrals from existing clients and source leads from other units.
• Identify cross-selling opportunities through client engagement and data analytics.
• Keep clients informed of progress on applications, queries and requests.
• Position client requests for approval per process and procedure.
• Pursue personal growth and professional development.
• Achieve client experience objectives and high NPS.
• Act with a client-first mindset in all engagements.
• Solve basic problems and issues (i.e debit order dispute).
• Assess and listen carefully to understand client sales and service needs.
• Attend to all enquiries and services related to client needs.
• Use insights to solve client needs relating to sales, self-service and digital functionality.
• Attend to administrative duties after onboarding or service activity.
• Authenticate clients, provide service and meet client needs.
• Engage clients through Core+ needs discussions and digital enrollment.
• Manage queuing and prioritize clients with special needs.
• Ensure devices are operational during business hours.
• Ensure ATM/ID availability through cash balancing and loading.
• Process all cash services following procedures.
• Complete sales tasks through planning and reviewing against role requirements.
• Educate clients on how to subscribe and service their account.
• Educate on benefits, security, digital functionality and self-service.
• Drive digital adoption to enable and migrate clients to digital.
• Identify opportunities to enhance processes, systems and policies.
• Manage client appointment schedules to meet objectives.
• Meet service excellence and personal development goals.
• Perform control checklists for teller, enquiries and foreign functions.
• Balance and secure branch stock (cards).
• Execute on cash management and recycling strategies.
• Mitigate risks and meet regulatory requirements.
• Adhere to workforce management and scheduling.

Skills

Customer service

Product knowledge

Interbank operations

Customer relationships

Sales skills

Microsoft Office

Digital literacy

Planning & organizing

Technology savvy

Nedbank policies

Education

Diploma

FAIS accredited qualification

Tools

Microsoft Office

Job description

To create great client banking experiences in the smaller branch environment through digital enablement, basic selling, servicing, basic problem solving and client education regarding Nedbank products and services aligned to bank strategy.

Job Responsibilities

GROW:

• Escalate unfulfilled client request to the appropriated channel for actioning.
• On-board basic accounts (i.e Personal loans, Credit cards).
• Ensure client's needs assessment is completed to offer related products and services.
• Inform clients of finacial products, features and benefits.
• Deliver sales targets and achieve client acquisition, growth and retention objectives.
• Obtain referrals from existing clients and source leads from other business units.
• Identify cross-selling opportunities through client engagement, quality conversations and the use of data analytics.
• Keep clients informed of progress regarding their applications, queries and requests.
• Position client's financial product requests for approval in line with process and procedure.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by continuous professional development (i.e. CEO of your own career).
• Achieve client experience objectives and ensure client satisfaction expressed through NPS (Net Promoter Score).
• Act with a client first mindset in all client engagements.

SOLVE:

• Solve basic problems and issues (i.e debit order dispute).
• Assess and listen carefully with understanding to establish and clarify client sales and service needs.
• Attend to all enquiries and services relating to client's needs and by offering the right service and solutions.
• Use expertise and relevant insights to solve client needs relating to sales, self-service and digital functionality.
• Attend to administrative duties after on-boarding or service activity.
• Authenticate clients, provide client service and meet client's identified needs.
• Entrench clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
• Control the queuing process and prioritise clients with special needs.
• Ensure all devices are operational during business hours.
• Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
• Process and administer all cash services (i.e. teller, forex, bulk) by following relevant procedure and policies.
• Complete sales tasks through planning and reviewing against agreed role requirements.

EDUCATE:

• Educate clients and potential clients on how to subscribe and service their account.
• Educate clients on the benefits, convenience, security, digital functionality and features of self-service and alternative cash solutions.
• Drive digital adoption to enable, educate and migrate clients on digital.

LEAD, RISK & COMPLIANC

• Identify and recommend opportunities to enhance processes, systems and policies.
• Manage client appointment schedule to meet business objectives
• Meet service excellence, teamwork and personal development goals.
• Action control check list applicable to teller, enquiries and foreign functions daily.
• Balance and secure branch stock holding (i.e. cards).
• Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies.
• Mitigate risks and meet regulatory and legislative requirements where applicable.
• Adhere to Workforce Management, principles, methodology and scheduling.

Essential Qualifications - NQF Level

• Diploma

Preferred Qualification

FAIS accredited Qualification (Accounting, Finance, Banking, Business)

Minimum Experience Level

1 - 2 years
Retail/Banking Client Service, Sales, Relationship experience

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Interbank operations
• Client Relationship Management
• Product sales skills
• Employee engagement methodologies
• Microsoft Office
• Relevant Nedbank policies and procedures
• Sustaining Customer Satisfaction
• Building Customer Relationships
• Targeting Sales Opportunities
• Planning and Organizing
• Technology Savvy