Service Consultant

Nedbank

Cape Town

On-site

ZAR 180,000 - 240,000

Full time

8 days ago

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Job summary

Nedbank is seeking a Service Consultant in Pinelands, Cape Town to educate clients on digital/self-service solutions, process cash transactions, and perform first line device maintenance. The role focuses on delivering excellent client service, balancing cash, and supporting cross-selling while ensuring compliance and risk controls.

Requirements include a Diploma and 1–2 years in Retail/Banking Client Service with tech-savvy capabilities.

Qualifications

Customer service principles relevant to banking and client interactions.
Strong problem solving skills to resolve queries and issues.
Ability to manage relationships and communicate effectively with clients.

Responsibilities

Address queue flow or device concerns and assist clients with downloads and logins.
Help clients buy value-added services online or via self-service devices.
Obtain statements, cards and documentation from self-service zones and maintain client relationships.
Identify cross-selling opportunities and capture leads in the client management system.
Ensure cash transactions are processed and devices maintained at first line level.
Balance and secure branch stock and manage queue priorities for clients with special needs.
Support risk and compliance by following policies and controls.

Skills

Customer service principles

Problem solving skills

Relationship management

Governance, Risk and Controls

Forex product

Education

Diploma

Job description

Job Purpose

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

Job Requisition details

REQ: 147511

Role: Service Consultant

Area: Pinelands

Advert closing date: 03/09/2026

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

FAIS Affected

FAIS Affected - Yes

Job Purpose

Job Responsibilities

Client Engagement

Address any concerns relating to the queue flow or digital devices.
Assist client to download online applications and resolve any log in issues.
Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
Assist the client 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 a conversation with the client to assist them to complete 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 by capturing it on the client management system.
Meet, greet, establish and clarify client needs and 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.

Business Operations

Accept and service cash transactions over the counter.
Action control check list applicable to teller, enquiries and foreign functions daily.
Balance and secure branch stock holding (e.g. cards).
Control the queuing process and prioritise clients with special needs.
Destroy old stock (e.g. cards) identified by reports.
Enable the 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 on 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 of all store devices.
Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).

Risk And Compliance

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.

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 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.
Improve digital enticement and migration volumes to self‑service devices and online channels.

Essential Qualifications - NQF Level