Service Consultant

Nedbank; Durbanville; On-site; ZAR 167,000 - 257,000; Full time

Job summary

Nedbank in South Africa invites applications for a frontline teller role focused on client engagement, cash processing and supporting digital banking solutions. You will help clients with self-service devices, assist with statements and documentation, and balance daily cash at the counter.

The ideal candidate has 1–2 years in retail or banking client service, is tech-savvy, and comfortable with risk controls. Diploma or higher in banking services is preferred; foreign experience is a plus.

Qualifications

• Diploma or higher education in banking or related field.
• 1-2 years Retail/Banking Client Service experience or equivalent.
• Technology savviness and 1st line problem resolution experience.
• Foreign banking exposure where applicable.

Responsibilities

• Educate clients on self-service, digital functionality and features.
• Assist clients with cash transactions, balance and cash fulfillment.
• Balance branch stock and secure cards and documents.
• Assist clients with statements, cards and other documentation from self-service zones.
• Identify sales leads and cross-sell through client engagement and routing to relevant departments.
• Provide knowledgeable client service to foster trust and confidence.

Skills

Customer service principles

Product Knowledge

Relationship management

Nedbank security policies

Governance, Risk and Controls

Forex product

Building Customer Loyalty

Earning Trust

Managing Work

Stress Tolerance

Education

Diploma

Banking Services (Higher Certificate in Banking Services - NQF5)

Job description

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 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

• Diploma

Preferred Qualification

Banking Services (example, Higher Certificate in Banking Services - NQF5)

Minimum Experience Level

1 - 2 yearsRetail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Relationship management
• Nedbank security policies and procedures
• Governance, Risk and Controls
• Forex product
• Building Customer Loyalty
• Earning Trust
• Managing Work
• Stress Tolerance

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