Service Consultant

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

Job summary

Nedbank is seeking a customer-focused assistant at a Johannesburg branch to educate clients about digital solutions, process cash transactions and perform first-line device maintenance. You will balance cash, assist with statements and cards, and drive cross-selling in a compliant manner.

Ideal candidates have 1–2 years in retail or banking client service, with a Diploma and knowledge of banking products. The role emphasizes excellent service, risk awareness, and the ability to nurture client

Qualifications

• Diploma required (NQF level).
• Preferred: Higher Certificate in Banking Services - NQF5.
• 1–2 years in retail/banking client service; 1st line problem resolution; foreign experience where applicable.

Responsibilities

• Client Engagement: Address concerns re queue flow or digital devices; assist clients with online applications and login issues; help clients buy value-added services online or via self-service devices; obtain statements and cards from self-service zones; build and maintain client relationships; educate clients on self-service and digital features; identify sales leads and refer to relevant department.
• Business Operations: Accept and service cash transactions; balance and secure branch stock; manage queuing for clients with special needs; prepare documents for inter-bank transfers; ensure ATM/ID availability via cash loading and device maintenance; support cash management and recycling; process deposits, withdrawals, forex requests.
• Risk and Compliance: Mitigate risk by controlling counter/drop safe limits; prevent fraud by following mandates and authentication procedures.
• Nedbank Goals: Serve clients with excellence, adhere to security and compliance policies; contribute to growth and customer loyalty; support migration to digital channels.

Skills

Customer service

Product knowledge

Relationship mgmt

Security policies

Governance & risk

Forex product

Loyalty building

Trust & integrity

Stress tolerance

Education

Diploma

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).