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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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.
Essential Qualifications - NQF Level
Preferred Qualification
- Must have completed a Higher Certificate in Banking Services or any NQF Level 5 qualification
Minimum Experience Level
- Must have 1 - 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience.
- Must have Foreign exchange experience.
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
- To provide advice and consult on creating a safe and secure business environment for relevant business areas and clients across Nedbank; in order to mitigate risk.
Job Responsibilities
- Achieve business strategy, objectives and values, reviewing Nedbank strategy and Business Unit Plan.
- Improve competence and stay abreast of developments in field by identifying training courses for professional and personal development.
- Ensure upskilling and corrective action takes place.
- Improve the functioning of stakeholders' businesses.
- Communicate crime trends with internal and external stakeholders.
- Provide a safer environment for staff, clients , organisation and build trusting relationships by recommending and implementing necessary security measures.
- Ensure that service providers understand and adhere to Nedbank's security policies and procedures.
- Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.
- Identify opportunities to improve or enhance business processes and methodologies.
- Ensure business continuity and minimise risks.
- Minimise unnecessary spending.
- Ensure accuracy when approving payment.
- Obtain relevant information such as floor plans, for branch and ATM projects, and ensure project compliance in line with Nedbank's policies.
- Ensure optimised safety and security by analysing relevant documentation and annotating security requirements on floor plans.
- Ensure pricing is in line with Nedbank's prescribed pricing structure.
- Analyse relevant documentation and annotate security requirements on floor plans.
- Maintain collaborative relationships and establish project timelines.
- Establish installation timelines to meet project deliverables.
- Comply with project timelines and take corrective action when required.
- Ensure security specifications are met.
- Recommend corrective action, and ensure the safety of staff, clients and assets.
- Mitigate risk and escalate any procedural and policy shortfalls to the relevant role.
- Mitigate risk and monitor that the occupational health and safety checks are conducted.
- Create awareness and provide feedback during post mortem meetings for corrective action to be taken.
- Meet business needs by managing video footage request process.
- Monitor security and intelligence information.
- Keep abreast of current and future developments.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- National Diploma: Security Risk Management , Advanced Diplomas/National 1st Degrees
Preferred Certifications
- Physical Security Intermediary Registering Authority (PSIRA) as Grade "A" Security Practitioners
Minimum Experience Level
- 5 years security and safety environment experience
Technical / Professional Knowledge
- Cluster specific operations
- Industry trends
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Risk management process and frameworks
- Business writing skills
- Mltiple technologies knowledge
Behavioural Competencies
- Earning Trust
- Stress Tolerance
- Work Standards
- Managing Work
- Driving Successful Customer Engagements
- Technical/Professional Knowledge and Skills
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Job Purpose
- To maximize sustainable revenue streams through the origination and implementation of profitable specialised debt financing transactions in various South African and international sectors.
Job Responsibilities
- Build strong working relationships with internal stakeholders by networking; fostering collaboration; regular communication and complying with the governance and controls.
- Build and maintain external stakeholder relationships by networking / conferencing; maintaining regular contact; ongoing communication; site visits and pitching ideas.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
- Research and make recommendations for corporate citizenship initiatives in area of influence
- Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g.. Green Strategy).
- Seek opportunities to improve business processes; models and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
- Ensure compliance by sanctions checking and adhering to (FICA; Internal and Environmental) regulations; policies and procedures.
- Execute credit approval process by rating; pricing; analysing; application; constructive communication and consultation.
- Manage deal implementation by structuring; negotiating and attending to legal matters and Conditions precedent (CP).
- Ensure ongoing risk management by reviewing risk annually; assessing performance; undertakings; client visits and engaging with Transaction and Credit.
- Improve performance of team by providing on the job training; knowledge sharing and identifying suitable formal and informal training.
- Get involved in non-deal specific projects by providing expert advice and training; testing and implementing.
- Originate transactions by scanning the market; marketing and pitching ideas and networking.
- Execute transactions by structuring; analysing; negotiating; managing and pitching the deal.
- Manage costs and contribute to Business Unit cost efficiency by operating within the allocated budget.
- Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
- Enable skilling and required corrective action to take place by sharing knowledge and industry trends with team and stakeholders during formal and informal interaction.
- Obtain buy-in for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Chartered Accountant (SA), Chartered Financial Analyst, master’s Degree in Commerce, Sciences, Legal or other relevant field
Minimum Experience Level
- 8-12 years relevant sector / industry experience
Technical / Professional Knowledge
- Banking procedures
- Business Acumen
- Industry trends
- Microsoft Office
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Risk management process and frameworks
- Business writing skills
- Cluster Specific Operational Knowledge
Behavioural Competencies
- Customer Focus
- Work Standards
- Building partnerships
- Advancing Sales Discussions
- High-Impact Communication
- Managing Work
- Sales Disposition
- Sales Negotiation
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Job Purpose
- To grow commercial bank revenue through the management and cross sell to existing portfolio; as well as the acquisition of new to bank high revenue commercial customers in order to create and increase revenue and maximize economic profit to achieve the banks strategic objectives and create shareholder value
Job Responsibilities
- Acquire new commercial clients with annual turnover of between R30m - R1b through a process of prospecting and networking to achieve market share growth aspirations.
- Be a trusted advisor to commercial clients in specialised industries (i.e., Agri; Franchise, Fintech, Manufacturing) through continuous professional development; exposure, experience, and personal up-skilling.
- Stay abreast with latest economic trends and developments (i.e., green energy and sustainable agriculture) and applying this knowledge by adding value to client engagements and identifying opportunities to the greater benefit of Nedbank.
- Identify acquisition opportunities through effective ecosystem analysis unlocking the value chain.
- Generate revenue through proactive cross sell strategies by applying specialised Industry and Banking knowledge, managing key internal stakeholder relationships, and executing identified opportunities.
- Perform in depth financial needs analysis to identify cross sell and up sell opportunities in line with business goals.
- Conduct regular portfolio reviews with clients to identify and unlock value add opportunities that contribute to client retention.
- Be proactive in client interaction by adding value through financial solutioning.
- Establish and execute a client engagement plan to ensure all clients are interacted with frequently in line with Nedbank's growth objectives.
- Build trusting relationships through regular interactions with key decision makers within the businesses that forms part of the allocated Business portfolio.
- Earn client trust by being a trusted financial partner and by giving advice and honest constant feedback regarding financial requests.
- Provide a key interface for the client to the bank by having sound knowledge of the bank's products; services and solutions and by coordinating with relevant stakeholders.
- Communicate visitation feedback to internal stakeholders after client interaction to address actionable items and/ or take corrective action where applicable.
- Recommend tailor-made solutions to meet the client's needs by gaining an intimate understanding of the client's business and business environment, and by consulting with relevant stakeholders.
- Manage all business risks and ensure compliance by following regulatory requirements and bank's internal policies and procedures, identifying risks and non-compliances, and taking corrective action.
- Partner with credit manager to manage credit risk of portfolio to minimize potential impairment risk.
- Prepare and present large and complex credit applications consisting of multiple entities and shareholders and by incorporating specialised Industry knowledge and core Banking principles, including the pricing motivation of assets.
- Leverage subject matter expertise to support the digitization of clients in line with the 4th Industrial revolution dynamics.
- Drive client awareness and solution for sustainable development goals in line with the Nedbank purpose.
Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- BCom (Financial Management/ Accounting)/ BSc Agri)
Preferred Certifications
Minimum Experience Level
- 7 - 10 years
- Experience in Relationship Management within the financial sector.
- Experience in Agriculture.
- 2-3 years of experience in Business Acquisition is essential.
- Experience in Sales and Deal Origination, specifically related to a Corporate Client Portfolio in a Banking, Financial Services, or Consulting environment.
Technical / Professional Knowledge
- Communication Strategies
- Negotiation skills
- Governance, Risk and Controls
- Relevant regulatory knowledge
- Data Analysis and Interpretation
- Relevant software and systems knowledge
Behavioural Competencies
- Account Planning
- Targeting Sales Opportunities
- Driving Successful Customer Engagements
- Sales Negotiation
- Business Acumen
- Building Trusting Relationships
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Job Purpose
- To conduct internal audit assignments and manage stakeholder relationships to ensure Financial Risk within Nedbank Group is mitigated in accordance with Nedbank Group standards. The Audit Portfolio Manager will look after the Financial Risk Portfolio of the Group specifically Accounting, Financial and Taxation (AFT) risk.
Job Responsibilities
The Audit Portfolio Manager, in the discharge of his/her duties, shall be accountable for:
- Audit Planning & Risk-Based Scoping -Develop and execute audit plans aligned with strategic risks. Prioritize audits based on risk assessments across Nedbank Group.
- Internal Controls & Risk Management- Evaluate the design and effectiveness of controls over financial reporting. Identify control gaps and recommend remediation strategies.
- Audit Execution & Supervision- Conduct fieldwork, test controls, and document findings. Prepare audit workpapers and ensure adherence to GIA audit methodology and internal audit standards.
- Reporting & Communication- Prepare detailed audit reports for senior management as well as committee reporting. Communicate findings clearly and constructively to business units and risk owners.
- Stakeholder Engagement- Build relationships with key stakeholders including Finance, Operations, Risk and Compliance. Provide advisory support on control enhancements and risk mitigation.
- Follow-Up & Issue Tracking- Monitor and validate the implementation of audit recommendations. Escalate unresolved issues that pose significant risk to the bank.
- Technology & Data Analytics- Leverage audit tools and data analytics to enhance audit coverage and efficiency.
- Team Development & Leadership- Mentor junior auditors and support professional development. Promote a culture of integrity, accountability, and continuous improvement.
Essential Qualification
Minimum Experience Level
The following minimum experience is required:
- At least 6 years banking audit experience in:
- Finance (accounting, finance and tax)
- Data analytics
- Articles completed in the Big Four (Banking and Capital Markets Sector)
Technical / Professional Knowledge
- Audit standards and practices
- Accounting standards
- Banking knowledge (Financial and Operational Processes)
- Internal Controls
- Audit tools and data analytics
- Information technology
- Business writing skills
- Business Acumen
Behavioural Competencies
- Managing Work
- Monitoring Information
- Building Partnerships
- Quality Orientation
- Continuous Improvement
- Work Standards
- Courage
- Adaptability
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Job Purpose
- To attain new and expand existing client base for Nedbank to grow the Nedbank brand and optimise revenue according to business objectives.
Job Responsibilities
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: 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.
- Follow laid down processes in opening of accounts by using checklist and account opening matrix.
- Complete weekly compliance training and assessment online to keep up to date on changes.
- Keep relevant compliance Letter of Authority up to date and inform clients at each interaction.
- Action daily control reports and attach correct documentation.
- Identify new clients and their needs through needs analysis and provide a suitable solution.
- Cross sell to existing clients by establishing need through financial fitness discussions.
- Obtain referrals from existing clients as well as leads from other Business Units through area collaboration.
- Ensure that every deal done is priced in line with Business Unit objective and strategy.
- Generate revenue through charging for ad hoc services provided to clients.
- Monitor and manage sales on a daily; weekly and monthly basis in order to achieve monthly targets.
- Increase market share by converting secondary clients to primary clients and ensuring accounts are entrenched.
- Participate in end of day discussion and apply recommendations from manager to optimise sales results.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
- Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team. Maintain world class service standards when dealing with clients by listening; attending to their needs; keeping them in the loop and making things happen for them.
- Ensure that client complaints and queries are resolved timeously by using relevant complaints system.
- Adhere to the ask once promise to clients according to Nedbank strategy.
- Build relationships with clients through regular contact and having an individual interest in them.
- Network with internal stakeholders to collaborate in order to provide complete solution to clients.
- Obtain regular feedback from clients by requesting completion of feedback forms.
- Mitigate risk to Nedbank by identifyingand verifying clients manually or using relevant technology.
- Adhere to clean desk policy to minimise risk of exposing client confidentiality.
- Reduce fraudulent transactions by reporting suspicious transactions to the relevant department.
Minimum Experience Level
- 1 - 2 years as a Sales Consultant in a Financial industry
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
- Bachelor of Commerce: Banking or accounting. FAIS qualification, Regulatory Examinations 1.
Technical / Professional Knowledge
- Business terms and definitions
- Data analysis
- Governance, Risk and Controls
- Nedbank policies and procedures
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Business writing skills
- Nedbank culture
- Cluster Specific Operational Knowledge
- Banking knowledge
Behavioural Competencies
- Continuous Learning
- Energy
- Advancing Sales Discussions
- High-Impact Communication
- Managing Work
- Sales Disposition
- Sustaining Customer Satisfaction
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Job Purpose
- To deliver banking solutions to clients by understanding their business and needs through relationship management to achieve Nedbanks strategy to be the most admired bank.
Job Responsibilities
- Deliver banking solutions that meet client needs through understanding of client's business and needs through relationship management.
- Demonstrate an understanding of risk parameters by managing client relationships according to credit principles
- Improve results by tracking and analysing financial reports against agreed measures.
- Understand clients business and needs through proactive client relationship management according to portfolio mandate.
- Build relationships with internal stakeholders through communication and networking as determined by client needs.
- Collaborate with third parties by engaging with them as guided by requirements of solutions delivered to clients.
- Complete tasks through planning and reviewing against set targets.
- Manage resources (time, processes and support teams) to optimize value against client expectations.
- Comply with risk standards,policies and procedures through training and development as required by group complianceframework
- Research and analyse information by using problem solving techniques to propose solutions for work challenges.
- Support the achievement of the business strategy, objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems, process, services and solutions are aligned.
- Identify training courses and career progression for self through input and feedback from management.
- Ensure all personal development plan activities are completed within specified timeframe.
- Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
- Obtain buy-in for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.
- 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 responsibility initiatives for the achievement of business strategy (e.g.. Green Strategy).
- Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- NQF Level 5 or Higher in a Financial or Business-related field essential
- Matric / Grade 12 / National Senior Certificate
Minimum Experience Level
- 2-3 years’ experience in Business Acquisition essential
- 2-3 years' Relationship management experience would be an advantage
- Valid driver's license and own reliable transport is essential
Technical / Professional Knowledge
- Banking knowledge
- Banking procedures
- Business Acumen
- Business principles
- Business writing
- Communication Strategies
- Data analysis
- Governance, Risk and Controls
- Microsoft Office
- Nedbank policies and procedures
- Nedbank vision and strategy
- Principles of financial management
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Decision-making process
- Nedbank culture
- Cluster Specific Operational Knowledge
Behavioural Competencies
- Communication
- Energy
- Building Trusting Relationships
- Managing Work
- Sales Disposition
- Sustaining Customer Satisfaction
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Job Purpose
- To conduct portfolio audits in a professional manner with a focus on Information Technology and Process Optimization and manage stakeholder relationships to ensure risk is mitigated in accordance to Nedbank Group standards.
Job Responsibilities
Strategic insights & Client Centricity:
- Understand current business strategy, Nedbank’s client centric approach, digital initiatives, risks and expectations and consider key and/or emerging risks to provide input into the risk-based audit planning processes.
- Be commercially minded and understand the broader business strategy in order to bring in the relevance in the auditing approach.
Transformational Assurance:
- Lead and execute audit assignment planning, fieldwork and reporting in line with the Group Internal Audit (GIA) methodology and Institute of Internal Auditors (IIA), including file completion, continuous improvement of audit quality and delivery of audits within agreed timelines.
- Identify and assess the design adequacy and operational effectiveness of manual and automated controls within audit scope and utilising data analytics.
- Influence stakeholders to address inefficiencies in resolving audit findings through utilising professional experience in demonstrating benefits of best audit practice.
- Identify process optimisation improvements by assessing existing and newly implemented processes within business.
- Apply professional judgement in all audit interactions.
Digital Platform & Data Driven Audits:
- Apply knowledge of banking sector, digital transformation, and emerging risks to assess and engage with stakeholders on large-scale and complex changing environments, data, IT infrastructure and technology and determine best approach and testing strategy to provide insightful reporting.
Integrated Risk and Control Environment:
- Engage with the risk and compliance community to ensure coordinated assurance approach and assessment of risk and control to ensure scope is appropriately defined.
Impactful Reporting:
- Prepare quality, relevant and commercially astute audit reports that provide intelligence and meaningful insights that enable the management of risk to be a strategic and competitive differentiator for Nedbank.
Business Partner Relationships:
- Build trusting relationships and improve credibility and quality of audit outputs by achieving team objectives through engaging with staff, peers and other departments for reporting purposes.
Effective Leadership:
- Create an environment of teamwork that contributes to Group Internal Audit (GIA).
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities.
- Contribute to the Nedbank Culture building initiatives (e.g. staff surveys etc.).
People Specification
Essential Qualification
- Honours Degree (with Computer Science/Information Systems/Auditing).
- Qualification on Process Optimization an advantage.
Preferred Certification
- Certified Information Systems Auditor (CISA)
- Certified Internal Auditor (CIA) – preferable
Minimum Experience Level
- 5+ years in banking (preferably within Auditing, Risk, Compliance or Information Technology).
- Experience in the big 4 audit firms an advantage.
- Exposure to process optimisation.
Types of Exposures
- Achieving operational excellence by providing a view on strategic implementations and the optimisation of processes improved and implemented within Business.
- Building and maintaining effective relationships with internal and external stakeholders.
- Auditing in a banking and / or financial services environment.
- The ability to interact with diverse people.
- Financial services; preferably banking experience – retail and wealth banking exposure (including a knowledge of products and/or channels) and insurance exposure.
Technical / Professional Knowledge
- Banking experience
- Changing digital landscape and technology
- Client Centricity, Treating Customers Fairly and Conduct
- Business Acumen and Commerciality
- Report-writing skills
- Reputational risk management
- Governance, Risk, and Controls
Behavioural Competencies
- Managing Work
- Monitoring Information
- Building Partnerships
- Quality Orientation
- Continuous Improvement
- Work Standards
- Courage
- Adaptability
go to method of application »
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.
Essential Qualifications - NQF Level
Preferred Qualification
- Must have completed a higher certificate in banking or finance qualifications/ NQF5
Minimum Experience Level
- 1 - 2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution and Foreign exchange experience.
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
go to method of application »
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.
Essential Qualifications - NQF Level
Preferred Qualification
- FAIS Approved Qualification
- Must have completed an NQF level 5 in finance or banking qualifications
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
Method of Application
Use the link(s) below to apply on company website.
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