Nedbank is Recruiting for a Client Support Specialist
Location: Johannesburg
Closing date: Ongoing
Job Purpose
To be the direct contact between the external customer and Nedbank to build and maintain relationships according to TS and CIB customer and sales strategy. Provide operational and servicing support to the CIB TS client to best meet their needs across the end-to-end products, channels, and solutions life cycle in line with Nedbank's client service strategy.
Provide quality and accurate business administrative support services to internal and external stakeholders enabling TS, CIB and Nedbank to achieve its business goals. Be part of the retention strategy of TS, CIB and Nedbank by ensuring exceptional servicing support is provided to enhance the client's experience, aligning to the TS CIB client value propositions.
Job Responsibilities
Monitor and coach to ensure understanding and effective utilisation of all sales and service systems to achieve strategic objectives.
Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g. Green Strategy).
Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
Identify common customer service breakdown and drive relevant corrective measurements to ensure customer satisfaction.
Conduct service related workshops and training interventions to improve customer service.
Analyse relevant customer feedback systems and identify common trends in customer breakdowns and recommend corrective action to achieve world class service expectations.
Ensure adherence to service standards and strategies by observation and measurement and recommending corrective action.
Collaborate with key stakeholders to identify initiatives to ensure achievement of sales and service targets.
Support relevant areas to achieve sales and service objectives by highlighting gaps and opportunities.
Essential Qualifications – NQF Level
Matric / Grade 12 / National Senior Certificate
Advanced Diplomas/National 1st Degrees
Preferred Qualification
Bachelor's degree in business or equivalent
Minimum Experience Level
3 – 5 years' experience in a similar or related industry3 – 5 years client servicing experience
Technical / Professional Knowledge
Communication Strategies
Data analysis
Governance, Risk and Controls
Nedbank policies and procedures
Principles of financial management
Principles of project management
Relevant regulatory knowledge
Relevant software and systems knowledge
Cluster Specific Operational Knowledge
Credit and risk Knowledge
Behavioural Competencies
Building Partnerships
Earning Trust
Energy
Facilitating Change
Innovation
Work Standards
Planning and Organizing
Customer Focus
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