Client Coach at Nedbank

Job Purpose

To provide delightful client centric experience through agile engagements and to migrate clients to a digital channel of choice.                 

Job Responsibilities

• Manage the banking hall floor.
• Meet, greet, establish and clarify client needs and verify documentation.
• Control the queuing system and prioritise clients with special needs.
• Address any queries or concerns relating to the queue flow or digital devices.
• Walk the floor, educate clients on devices and ensure connectivity.
• Suggest alternative channels in terms of relevant point of service in relation to costing.
• Assist with or refer client complaints to management for resolution and feedback.
• Encourage client feedback and thank clients when exiting the branch.
• Promote digital banking by educating, activating and supporting clients.
• Support and motivate branch staff to educate and migrate clients to digital.
• Assist in enabling clients on digital and other self-service channels.
• Identify and recommend ways to enhance client communication.
• Manage the client experiences environment.
• Ensure that all equipment is switched on / off daily, is in working order and due process is adhered to.
• Meet with Branch Manager to discuss previous day's report and agree on any changes to be initiated.
• Ensure staff are ready to receive clients on time.
• Manage and hold staff accountable to call clients consistently whilst at the counter.
• Address both the negative and positive sides to client experience with all staff and provide recognition where it is due.
• Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.
• Ensure that there is sufficient stock at hand including promotional items, brochures holders, stationery, and replenish accordingly.
• Inspect banking hall for OHASA compliance and report defects and suspicious behaviour.
• Ensure all staff adhere to the clean desk environment in the branch.
• Support and coach branch staff to improve their comfort level across all digital platforms.
• Monitor all Client Experience data for the branch to identify experience failures with a focus on RODI principles.
• Manage the client experiences environment.
• Engage and participate/conduct experience related meetings in the branch.
• Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.                                                                                   
• Provide sales, digital leads and enable cross-selling to relevant departments.
• Achieve and report performance on digital usage targets.
• Improve digital migration volumes.
• Improve in enticement statistics in the branch.
• Support the achievement of the business strategy, objectives and values.
• Stay abreast of developments in field of expertise.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities.
• Participate and support corporate responsibility initiatives for the achievement of business strategy.
• Seek opportunities to improve business processes, models and systems though agile thinking.

Minimum Experience Level

• 3-5 years customer facing experience, preferable Retail branch experience

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Relevant digital certification

Type of Exposure

• Managing customer expectations
• Answering customer questions
• Working with customers to solve customer problems
• Interacting with diverse people
• Identifying health and safety regulations violations
• Interacting with external clients

Technical / Professional Knowledge

• Relevant product knowledge
• Customer service principles
• Governance, Risk and Controls
• Branch processes and procedures

Behavioural Competencies

• Building Customer Loyalty
• Managing Work
• Influencing
• Sales Persuasion
• Courage
• Positive Approach
• Customer Focus
• Stress Tolerance