80 Hour Service Consultant - King Williamstown (2 of 2 positions)DetailsLocation: King Williamstown, ZAReference: 136993Job PurposeTo 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 client expectations.Job ResponsibilitiesClient Engagement:Address any concerns relating to the queue flow or digital devices.Assist clients to download online applications and resolve any login issues.Assist clients to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.Assist clients 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 conversations with clients to assist them in completing their service needs online.Identify quality sales leads and enable cross-selling through client engagement, fulfilling, making suggestions, referring to the relevant department for action, and capturing it on the client management system.Meet, greet, establish and clarify client needs, 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 checklist applicable to teller, enquiries and foreign functions daily.Balance and secure branch stock holding (e.g. cards).Control the queuing process and prioritize 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 handover 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, withdrawals, change for change and transfer requests by following relevant procedures 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 LevelDiplomaPreferred QualificationBanking Services (e.g. Higher Certificate in Banking Services - NQF5)Minimum Experience Level1 - 2 years in Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, Foreign experience.Technical / Professional KnowledgeCustomer service principlesProduct KnowledgeRelationship managementNedbank security policies and proceduresGovernance, Risk and ControlsForex productBuilding Customer LoyaltyEarning TrustManaging WorkStress Tolerance
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