Client Service and Support Specialist at Nedbank

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

Financial: 

• Increase business by identifying opportunities to expand existing business or generate new business through interacting with clients.  
• Provide effective and valuable client support by resolving client queries at first call resolution level to ensure revenue profitability for TS, CIB and Nedbank.  
• Provide further service offerings, beyond the current product suite to grow the client base and product utilisation across Nedbank.  

Customer: 

• Understand the assigned sector client needs, touchpoints and trends to provide a world class support service.  
• Support and resolve client issues and problems as they occur by investigating, using remote tools to better understand the issue and recommending value-adding solutions to solve the matter at first call resolution level.  
• Act as a trusted partner to achieve better customer service and business results by exceeding service level requirements.  
• Assist clients with both onboarding and enablement digital self-service recommendations to drive the Digital First strategy of Nedbank thereby enhancing the client’s online experience.  
• Ensure that complaints handling and ad-hoc request logging through to other areas within the Nedbank Group are effectively dealt with to close the loop back to the client. 
• Meet and exceed internal and external client needs by timeously responding and addressing queries within the Service Level Agreement (SLA). 
• Communicate daily and consistently as per client agreement to ensure service standards are adhered to and that clients are retained.  
• Deliver a world class service. 
• Ensure that escalated queries are accompanied with adequate information (i.e. screenshots, time stamps, etc.) obtained from remote sessions held (where relevant) and that the correct DTs and FAQs were referenced to attempt first call resolution. 

Stakeholder Management: 

• Build relationships to enable the effective negotiation with relevant stakeholders on behalf of the client to meet the client’s requirements in a mutually beneficial way.  
• Collaborate and build effective networks across Nedbank to address the client need.  
• Support TS Sales in all escalated client servicing support related issues. 

People: 

• Teamwork and collaboration - Building relationships with TS Service Support Specialists and Internal Bankers. 
• Challenge the status quo to drive continuous improvement.  
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression opportunities for self with input from management.  
• Focus on reducing the need to escalate queries by continuously upskilling oneself and driving to address client issues on first call resolution level. 
• Essential Qualifications - NQF Level
• Diploma
• Preferred Certifications

Minimum Experience Level

• 3 - 5 years’ experience in a similar or related industry 
• 3 - 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