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  • Posted: Nov 2, 2020
    Deadline: Nov 9, 2020
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    Nedbank Group Limited is a bank holding company that operates as one of the four largest banking groups in South Africa. The company's shares have been listed on the JSE Limited since 1969. The group offers a wide range of wholesale and retail banking services through four main business clusters, namely Nedbank Corporate and Investment Banking, Nedbank Retai...
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    Client Coach

    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

    Method of Application

    Interested and qualified? Go to Nedbank on to apply

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