Service Specialist: PC & SBS

Nedbank; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

Nedbank is seeking a client-focused professional to uncover and resolve client needs relating to bank systems and digital capabilities. You will engage with clients, educate them on self-service platforms, and ensure accurate cash and treasury handling.

The role requires experience in retail or banking client service and foreign exchange, with a strong emphasis on risk management and compliance. Responsibilities include building relationships, logging and resolving IT and cash issues, and

Qualifications

• Minimum 3–6 years experience in retail or banking client service.
• Exposure to cash handling, banking systems and second line problem resolution.
• Must have proven foreign exchange experience.

Responsibilities

• Exceed client expectations by offering the right service and the right solution.
• Build and maintain long-standing relationships with clients using digital and technical expertise to resolve escalated problems.
• Educate clients on subscribing and servicing their Nedbank self-service platforms.
• Understand client needs through connecting and delivering financial solutions with care.
• Use insights to solve client needs relating to self-service, features and digital functionality.
• Prevent fraud, risks and losses by referring any out-of-mandate occurrences.
• Ensure cash equipment and devices issues are logged with IT help-desk and resolved.
• Assist Client Advisors and Support Specialists with complex queries.
• Manage daily, weekly and monthly control activities; balance branch cash, treasury and ATMs.
• Adhere to Nedbank security, operational and compliance procedures.

Skills

Customer service

Troubleshooting

Decision making

Quality orientation

Managing work

Building customer loyalty

Risk and security

Education

Advanced Diploma/National 1st Degree

Advanced Certificate in Banking Services (NQF5)

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

• An advanced Certificate in Banking Services (NQFLevel 5), or higher qualification in finance, business or a related field

Minimum Experience Level

• Minimum of 3 - 6 years expereince in retail or banking client service, with exposure to cash handling ,banking system and second line problem resolution.
• Must have proven foreign exchange 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).