Service Specialist: SME

Cari; Polokwane; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Nedbank in Polokwane, Limpopo seeks a client services professional to uncover, troubleshoot and resolve client needs relating to bank systems and processes using digital and technical expertise.

You will engage clients, support colleagues, ensure cash and device issues are resolved, and contribute to risk and compliance while delivering superior service and helping clients subscribe to self-service platforms.

Qualifications

• 3-6 years' experience in Retail Banking or Client Services, with exposure to cash management, banking systems.
• Experience with self-service platforms and teller/forex operations is advantageous.
• Knowledge of Nedbank policies and procedures.

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.
• Foster trust through expert client service and educate clients on Nedbank self-service platforms.
• Understand client needs and deliver financial solutions with care.
• Resolve client issues related to self-service, features, and digital functionality.
• Assist with complex queries and manage daily, weekly, and monthly control activities.
• Ensure branch cash, teller, treasury, and ATM balancing; manage forex cash and travel cards.
• Adhere to security, risk, governance, and compliance policies.

Skills

Customer service principles

Troubleshooting

Problem solving skills

Governance, Risk and Controls

Risk And Security Practice

Education

Advanced Diplomas/National 1st Degrees

NQF Level 6 qualification in Banking Services

Job description

Requisition Details

REQ Number: #

Closing Date :15 September 2026

Location:Polokwane ,Limpopo

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

Job Purpose

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

• NQF Level 6 qualification in Banking Services or a related field (e.g., Advanced Certificate in Banking Services)

Minimum Experience Level

• 3 - 6 years' experience in Retail Banking or Client Services, with exposure to cash management, banking systems, and second-line problem resolution. Foreign banking experience will be an added advantage.

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Relevant Nedbank policies and procedures
• Troubleshooting
• Problem solving skills
• Risk And Security Practice
• Governance, Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Technical/Professional Knowledge and Skills
• Decision Making
• Influencing
• Quality Orientation
• Adaptability
• Managing Work