Client Services Consultant at Nedbank

Job Purpose
We are looking for an energetic, dynamic and well-spoken Client Service Consultant to join the team in Cape Town. The core purpose of this role is to build engagement, trust and long-lasting relationships with clients and financial planners through the delivery of exceptional service experiences.  

We believe in employing highly motivated, sharp and quality orientated people that thrive in a culture that celebrates and supports diversity within an environment that is creative, collaborative, challenging and dynamic.  Aligned to our core purpose of enabling our investors to achieve their investment goals, we are committed to enabling our staff achieve their full potential and long-term career growth at Nedgroup Investments. 

Job Responsibilities

• Providing client service to Investors telephonically.
• Providing technical support in terms of Collective Investment Schemes and Retirement products.
• Adhere to the daily schedule to ensure that targets are met by following the work plan.
• Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.
• Escalate all unresolved queries to management by logging the case on the system.
• Answer 90% of all calls within 60 seconds (90/60) as per Service Level Agreements (SLA).
• Generate lead targets required on a month to month basis by offering products to the clients.
• Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.

Minimum Experience Level

• 2-3 years working experience as a Client Services Consultant within the Asset Management industry.
• Essential Qualifications - NQF Level
• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Certificate: Call Centre

Technical / Professional Knowledge

• Administrative procedures and systems
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions
• Governance, Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Communication

Technical/Professional Knowledge and Skills

• Managing Work
• Adaptability
• Quality Orientation