Requisition and Specialist Recruiter Details
REQ 136172 - Thenjiwe Hlatshwayo
Closing Date - 25 October 2024
Cluster & Location
Total Business Banking and Retail - Consumer Channel
Durbanville, Western Cape
Career Stream
Sales
Leadership Pipeline
Manage Self: Technical (MST)
FAIS Affected
FAIS Affected - Yes
Job Purpose
To create great client banking experiences in the smaller branch environment through digital enablement, basic selling, servicing, basic problem solving and client education regarding Nedbank products and services aligned to bank strategy.
Job Responsibilities
GROW:
Escalate unfulfilled client request to the appropriated channel for actioning.
On-board basic accounts (i.e Personal loans, Credit cards).
Ensure client's needs assessment is completed to offer related products and services.
Inform clients of financial products, features and benefits.
Deliver sales targets and achieve client acquisition, growth and retention objectives.
Obtain referrals from existing clients and source leads from other business units.
Identify cross-selling opportunities through client engagement, quality conversations and the use of data analytics.
Keep clients informed of progress regarding their applications, queries and requests.
Position client's financial product requests for approval in line with process and procedure.
Ensure personal growth and enable effectiveness in performance of roles and responsibilities by continuous professional development (i.e. CEO of your own career).
Achieve client experience objectives and ensure client satisfaction expressed through NPS (Net Promoter Score).
Act with a client first mindset in all client engagements.
SOLVE:
Solve basic problems and issues (i.e debit order dispute).
Assess and listen carefully with understanding to establish and clarify client sales and service needs.
Attend to all enquiries and services relating to client's needs and by offering the right service and solutions.
Use expertise and relevant insights to solve client needs relating to sales, self-service and digital functionality.
Attend to administrative duties after on-boarding or service activity.
Authenticate clients, provide client service and meet client's identified needs.
Entrench clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
Control the queuing process and prioritise clients with special needs.
Ensure all devices are operational during business hours.
Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
Process and administer all cash services (i.e. teller, forex, bulk) by following relevant procedure and policies.
Complete sales tasks through planning and reviewing against agreed role requirements.
EDUCATE:
Educate clients and potential clients on how to subscribe and service their account.
Educate clients on the benefits, convenience, security, digital functionality and features of self-service and alternative cash solutions.
Drive digital adoption to enable, educate and migrate clients on digital.
LEAD, RISK & COMPLIANCE:
Identify and recommend opportunities to enhance processes, systems and policies.
Manage client appointment schedule to meet business objectives.
Meet service excellence, teamwork and personal development goals.
Action control checklist applicable to teller, enquiries and foreign functions daily.
Balance and secure branch stock holding (i.e. cards).
Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies.
Mitigate risks and meet regulatory and legislative requirements where applicable.
Adhere to Workforce Management, principles, methodology and scheduling.
Report suspicious transactions.
Minimum Experience Level
2-3 years' Banking Sales experience a must
1-2 years' experience in Customer Service in the Financial sector essential
Requirements
NQF Level 5 or Higher in a Financial or Banking related field essential
Must have a FAIS Complaint qualification (Min 120 Credits)
Regulatory Examination 1 would be an advantage
Technical / Professional Knowledge
Customer service principles
Product Knowledge
Interbank operations
Problem solving skills
Client Relationship Management
Product sales skills
Employee engagement methodologies
Microsoft Office
Relevant Nedbank policies and procedures
Behavioural Competencies
Sustaining Customer Satisfaction
Building Customer Relationships
Sales Persuasion
Targeting Sales Opportunities
Planning and Organizing
Technology Savvy
Adaptability
Please contact the Nedbank Recruiting Team at +27 860 555 566
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