Service Consultant: DHA- Alberton at Nedbank

Job Purpose

• To provide value added services and support to Nedbank clients by facilitating and administrating Department of Home Affairs (DHA) requests in line with Legislative requirements and to educate clients on the convenience, security and functionality of Nedbank digital and self-service solutions.

Job Responsibilities

Client Engagement:

• Engage clients by establishing and assessing their needs in order to fulfill on the Department of Home Affairs (DHA) services and queries. 
• Own the client request by managing the end-to-end process in order to ensure a great client experience. 
• Maintain great customer relations by listening with care and understanding in order to provide the right information on the services required.
• Escalate unresolved client requests for intervention by following the escalation procedure to ensure speedy resolution.
• Fosters mutual trust and confidence by providing knowledgeable client service and by doing what you say and promise.
• Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests. 
• Identify quality sales leads and enable cross-selling (without advising) through client engagement and by capturing it on the client management system in order to achieve sales and service objectives.

Business Operations:

• Plan the workday by reviewing the list of client appointments before the start of day in order to manage and fulfill on key tasks and activities related to role.
• Confirm the client's appointment by conducting an on-line verification in order to authenticate the client.
• Ensure that the tools and systems required for your assigned tasks are fully operational and that any device or system issues are timeously reported to line management in order to be ready and available to fulfill client needs.
• Fulfill on client applications by capturing and vetting the required client information; digital photograph; digital signature and fingerprints in order to meet to DHA requirements.
• Ensure accurate stock management by receiving and checking-in stock; vet and inspect quantity and quality; and rejecting any deviant stock in order to fulfill client applications and adhere to risk protocols. 
• Liaise with relevant parties for product returns and replacements in order to fulfill on client applications and mitigate associated risks.

Job Responsibilities Continue

Risk and Compliance:

• Mitigate risk by following both Nedbank and DHA related processes, procedures, and protocols.
• Prevent fraud and losses by adhering to mandates, authentication procedures and policies.
• Adhere to regulatory and legislative requirements (i.e. AML/FATCA/TCF/EGC) to mitigate risk exposure to Nedbank.
• Complete mandatory training timeously to ensure adherence to regulatory requirements.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
• Apply latest risk and compliance information and practices by reading, acknowledging and actioning important notifications in order to fulfill on role.

Learning & Development

• Complete any functional or role-specific training as and when required to ensure continuous learning and growth.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Minimum Experience Level

• 1 - 2 years interacting with customers; resolving queries and managing customer expectations;  Interacting with external customers.  Business processes and policies  

Technical / Professional Knowledge

• Customer service principles
• Troubleshooting
• Governance, Risk and Controls
• Problem solving skills
• Computer Literacy
• Verbal and written communication
• Internal Security policies and procudures
• Product/Service Knowledge

Behavioural Competencies

• Building Customer Loyalty
• Technical/Professional Knowledge and Skills
• Collaborating
• Managing Work
• Adaptability
• Stress Tolerance
• Continuous Learning