Asset Management : 6 months Contract -Client Services Consultant

Job Classification

Sales and Service

Client Service

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 (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.

Job Responsibilities Continue

People Specification

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

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

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