Service Consultant
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Job Location:
Knysna - South Africa
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Classification
Job Family
Sales and Service
Career Stream
Client Service
Leadership Pipeline
Manage Self: Technical (MST)
FAIS Affected
Job Purpose
To educate clients on the convenience security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment ( 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 clients 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 clients 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.
Job Responsibilities Continue
People Specification
Essential Qualifications - NQF Level
- Diploma
Preferred Qualification
Banking Services (example Higher Certificate in Banking Services - NQF5)
Essential Certifications
Preferred Certifications
Minimum Experience Level
1 - 2 years
Retail/Banking Client Service Cash Technology Savvy 1st Line Problem Resolution experience. Where applicable Foreign experience.
Technical / Professional Knowledge
- Customer service principles
- Product Knowledge
- Problem solving skills
- Relationship management
- Nedbank security policies and procedures
- Governance Risk and Controls
- Forex product
Behavioural Competencies
- Building Customer Loyalty
- Earning Trust
- Collaborating
- Managing Work
- Adaptability
- Stress Tolerance
- Continuous Learning
Please contact the Nedbank Recruiting Team at
Required Experience:
Contract
Key Skills
- Business Development
- Sales Experience
- B2B Sales
- Time Management
- HP Service Manager
- Windows
- ServiceNow
- Relationship Management
- Operating Systems
- Management Consulting
- Troubleshooting
- Automotive Service
About Company
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