Jobs at Nedbank

Job Purpose

• To educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations. 

Job Responsibilities

Client Engagement:

• Address any concerns relating to the queue flow or digital devices.
• Assist client to download online applications and resolve any log in issues.
• Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.
• Assist the client to obtain statements, cards and other relevant documentation from self-service zones.
• Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
• Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.
• Educate clients and potential clients on how to subscribe and service their account.
• Educate clients on self-service, digital functionality and features.
• Facilitate a conversation with the client to assist them to complete their service needs online.
• Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.
• Meet, greet, establish and clarify client needs and verify documentation and direct clients.
• Nurture strong, long-standing client relationships.
• Own the client request end to end and route for alternative intervention if not equipped to service the client.
• Provide knowledgeable client service that fosters mutual trust and confidence.

Business Operations:

• Accept and service cash transactions over the counter.
• Action control check list applicable to teller, enquiries and foreign functions daily.
• Balance and secure branch stock holding (e.g. cards).
• Control the queuing process and prioritise clients with special needs.
• Destroy old stock (e.g. cards) identified by reports.
• Enable the further processing of inter-bank transfers by preparing all transactional documents and originals (WASTE) in the required format by the required deadline for hand over to couriers.
• Ensure ATM/ID availability through balancing and loading of cash and attending to down devices by performing first line device maintenance support.
• Execute on cash management (i.e. Treasury and holdings), cash efficiency and recycling strategies within the store.
• Load cash, balance and provide first line device maintenance and replenishment of consumables of all store devices.
• Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
• Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.
• Process client forex requests by following the relevant procedures and policies (e.g. FBN, bills and transfers).

Risk and Compliance:

• Mitigate risk by controlling counter and drop safe limits according to policy.
• Prevent fraud and losses by adhering to mandates, as well as client and transaction authentication procedures and policies.

Nedbank Goals:

• Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
• Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures and policies.
• Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
• Improve digital enticement and migration volumes to self-service devices and online channels.

Minimum Experience Level

• Must have 1 - 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience.
• Foreign exchange experience.

Preferred Qualification

• Preferably completed a qualification at NQF Level 5 in finance or related field.

Essential Qualifications - NQF Level

• Diploma

Technical / Professional Knowledge

• Customer service principles
• Product Knowledge
• Problem solving skills
• Relationship management
• Nedbank security policies and procedures
• Governance, Risk and Controls
• Forex product

Behavioural Competencies

• Building Customer Loyalty
• Earning Trust
• Collaborating
• Managing Work
• Adaptability
• Stress Tolerance
• Continuous Learning

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Job Purpose

• Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.

Job Responsibilities

Client Engagement:

• Respond to client needs by offering the right service and solution.
• Build client trust by applying your expertise and experience to do good for your client.
• Educate clients and potential clients on how to subscribe and service their account.
• Treat clients with respect, build trust, show care and humility in all client interactions.
• Help clients achieve their goals and grow financially.
• Own the client request end to end and route for alternative intervention if not equipped to service the client.
• Entrench clients and deliver value through cross selling.
• Facilitate the sales process by informing clients of the product features and benefits.
• Document client needs analysis and provide corresponding product solutions.
• Obtain referrals from existing clients as well as leads from other business units.
• Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries, and requests.
• Educate clients on the use of, secure, alternative, cost effective, time saving and convenient self-service channels.
• Collaborate with internal stakeholders to provide complete financial solutions for clients.
• Ensure great client experiences by making the client feel welcome, listened to, and owning and solving their financial problems.
• Ensure clients are onboarded in line with Nedbank's product strategy, policy, and procedure.
• Act with a client first mindset in all client engagements.

Nedbank Goals:

• Contribute to the success of Nedbank through meeting your service excellence, teamwork and personal development goals whilst adhering to Nedbank security, operational and compliance procedures, and policies.
• Develop, retain, and grow the business by delivering against individual and team goals that support a positive client experience.
• Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.
• Identify and resolve work obstacles and problems through participating in team meetings, sharing information and reviewing performance against targets and standards.
• Ensure all sales activities are completed to plan, progress reviewed, and corrective action taken.
• Support the achievement of the sales and service strategy objectives and values.
• Enable Nedbank's strategy of being financial experts who do good.
• Covert leads into sustainable business for Nedbank in a responsible manner.

Risk and Compliance:

• Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
• Report suspicious transactions to the relevant department.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications, and training material.
• Manage risk by meeting technical, company standards, practices, and resource management (e.g. ultra-violet lights to identify false identity documents).
• Be a responsible employee by being compliant to Nedbank policies, controls, regulations, and banking legislation.

Job Responsibilities Continue

People Specification

Essential Qualifications - NQF Level

• Diploma

Preferred Qualification

• FAIS A pproved Qualification
• Essential Certifications

Preferred Certifications 

Minimum Experience Level

• 1 - 2 years
• Retail/Banking Client Service, Sales, Relationship experience

Technical / Professional Knowledge

• Product sales skills
• Sales Strategies
• Product Knowledge
• Customer service principles
• Nedbank policies and procedures
• Customer relationship management

Behavioural Competencies

• Building Customer Loyalty
• Building Trusting Relationships
• Sales Persuasion
• Technology Savvy
• Planning and Organizing
• Adaptability
• Applied Learning