Requisition Number 135828Closing Date: 09 September 2024Location: Brackenfell - Cape TownJob Family: Sales and ServiceCareer Stream: Client ServiceLeadership Pipeline: Manage Self: Technical (MST)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 client expectations.Job Responsibilities:Client 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 accounts.Educate clients on self-service, digital functionality, and features.Facilitate a conversation with clients to assist them in completing 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 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, inquiries, 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 Level:DiplomaPreferred Qualification:Completion of a Higher Certificate in Banking Services - NQF5 is required.Minimum Experience Level:Candidates must possess 1-2 years of experience in Retail/Banking Client Service, be adept with cash handling, technologically proficient, and skilled in first-line problem resolution. Additionally, they must have experience in foreign exchange.Technical / Professional Knowledge:Customer service principlesProduct KnowledgeProblem-solving skillsRelationship managementNedbank security policies and proceduresGovernance, Risk, and ControlsForex productBehavioural Competencies:Building Customer LoyaltyEarning TrustCollaboratingManaging WorkAdaptabilityStress ToleranceContinuous LearningPlease contact the Nedbank Recruiting Team at +27 860 555 566
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