Nedbank Service Consultant

Specialist Recruiter: Lebohang Monate

Advert Closing Date: 09/04/2025

Job Family: Sales and Service

Career Stream: Client Service

Leadership Pipeline: Manage Self: Technical (MST)

Job Purpose

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

Job Responsibilities

Client Engagement

• Address queue flow or digital device concerns.

• Assist clients with downloading apps and resolving login issues.

• Help clients purchase prepaid services online/self-service.

• Guide clients to obtain statements, cards, or documents via self-service.

• Build and maintain strong client relationships.

• Understand and deliver on clients’ digital needs.

• Educate clients on subscriptions, digital features, and self-service.

• Facilitate online self-service transactions.

• Identify sales leads and enable cross-selling through engagement.

• Meet, greet, verify documentation, and direct clients.

• Take ownership of client requests and route appropriately.

• Deliver informed and trustworthy client service.

Business Operations

• Handle and service cash transactions.

• Complete daily teller/enquiries control checklists.

• Secure branch stock (e.g. cards) and destroy old stock.

• Manage queuing and prioritise clients with special needs.

• Process transactional documents for inter-bank transfers.

• Maintain ATM/ID availability, balance, load cash, and support devices.

• Execute treasury strategies and manage cash recycling.

• Declare discrepancies and minimize losses.

• Handle deposits, withdrawals, transfers, and forex requests accurately.

Risk and Compliance

• Manage counter and drop safe limits per policy.

• Prevent fraud by following client authentication procedures.

Nedbank Goals

• Act in the client’s best interest with integrity and accountability.

• Meet personal and team goals supporting service excellence.

• Support client growth and satisfaction.

• Promote usage of digital and self-service channels.

Essential Qualifications

• Diploma (NQF Level 6)

Preferred Qualification

• Higher Certificate in Banking Services (NQF 5)

Minimum Experience Level

• 1–2 years in Retail/Banking Client Service

• Experience with cash handling, tech-savviness, and first-line problem resolution

• Foreign exchange experience (where applicable)

Technical / Professional Knowledge

• Customer service principles

• Product knowledge

• Problem-solving skills

• Relationship management

• Nedbank security procedures

• Governance, Risk, and Controls

• Forex products

Behavioural Competencies

• Building Customer Loyalty

• Earning Trust

• Collaborating

• Managing Work

• Adaptability

• Stress Tolerance

• Continuous Learning