Senior Service Consultant

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

Job summary

Nedbank is seeking a branch services professional to support client engagements, cash handling, and banking systems troubleshooting across Nedbank branches.

The role emphasizes delivering accurate financial solutions, maintaining risk controls, and providing expert customer service to help meet business goals and exceed client expectations.

Qualifications

• Advanced Diplomas or National 1st Degrees are required.
• Preferred: Banking Services (example, Advanced Certificate in Banking Services - NQF6).
• Minimum 3–6 years Retail/Banking Client Service, Cash, Banking Systems, 2nd Line Problem Resolution experience.

Responsibilities

• Exceed client expectations by offering the right service and the right solution.
• Build and maintain long-lasting 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 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 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 IT help-desk.
• Assist Client Advisors and Client Support Specialists with complex queries and complaints.
• Manage the daily, weekly and monthly control activities.
• Manage and control branch cash within branch holding limits.
• Ensure teller function, treasury and ATMs are in a balancing position.
• Manage and control forex cash and travel cards balancing and 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 correct take-over guidelines, monitoring teller cash limits, and ordering and sending off bulk cash.

Skills

Customer service principles

Product Knowledge

Troubleshooting

Risk And Security Practice

Governance, Risk and Controls

Building Customer Loyalty

Technical/Professional Knowledge and U

Decision Making

Quality Orientation

Managing Work

Education

Advanced Diplomas/National 1st Degrees

Job description

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

Job Responsibilities

Client Engagement:

• 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 toresolve 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 the Nedbankself-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.

Business Operations:

• Prevent fraud, risks and losses by referring any occurrences outside of mandate or authentication procedure to relevant management.
• Ensures that 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 the daily, weekly and monthly control activities.
• Manage and control branch cash within branch holding limits.
• Ensure the teller function, treasury and ATM's 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.
• Authorise 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 the correct take-over guidelines,monitoring teller cash limits, and ordering and sending off of bulk cash.

Risk and Compliance:

• Adhere to Nedbank security, operational and compliance procedures and policies.

Nedbank Goals:

• Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
• Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals.

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• Banking Services (example, Advanced Certificate in Banking Services - NQF6)

Minimum Experience Level

• 3 - 6 yearsRetail/Banking Client Service, Cash, Banking Systems, 2nd Line Problem Resolution experience. Where applicable, Foreign experience.

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Relevant Nedbank policies and procedures
• Troubleshooting
• Risk And Security Practice
• Governance, Risk and Controls
• Building Customer Loyalty
• Technical/Professional Knowledge and Skills
• Decision Making
• Quality Orientation
• Managing Work

---------------------------------------------------------------------------------------

Nedbank Ltd Reg No 1951/000009/06.
Authorised financial services and registered credit provider (NCRCP16).