Service Consultant

EdUpStairs; Worcester; Presencial; ZAR 120.000 - 180.000; Jornada completa

Descripción de la vacante

Nedbank is seeking a customer-focused teller in Johannesburg to assist clients with cash transactions, deposits and withdrawals, and to educate customers on digital and self-service solutions. The role emphasizes delivering high-quality client service while balancing and securing branch cash and stock, and ensuring adherence to risk and compliance procedures.

You will guide clients through online applications, resolve login issues, and cross-sell financial solutions by understanding client needs

Formación

• Diploma required at NQF level.
• Preferred: Higher Certificate in Banking Services - NQF5.
• 1-2 years retail/banking client service experience.

Responsabilidades

• Assist clients with online applications and login issues.
• Educate clients on self-service and digital functionality.
• Process cash transactions and balance cash drawers.
• Handle deposits, withdrawals and forex requests.
• Mitigate risk and comply with policies.

Conocimientos

Customer service

Cash handling

Tech savv y

Problem solving

Educación

NQF Level Diploma

Higher Certificate in Banking Services - NQF5

Descripción del empleo

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.

Compare CRMs

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.

• Nedbank security policies and procedures
• Governance, Risk and Controls
• Forex product
• Building Customer Loyalty
• Earning Trust
• Managing Work
• Stress Tolerance

City of Johannesburg Metropolitan Municipality, Gauteng, South Africa