Senior Service Consultant

To uncover, troubleshoot and solve client needs relating to bank systems, processes and technical constraints using digital and technical expertise in order to meet business goals with the intent to exceed client expectations.

Job Responsibilities

Client Engagement:

• Exceed client expectations by offering the right service and the right solution.
• Build and maintain long-standing relationships with clients by using digital and technical expertise to resolve escalated client problems.
• Foster mutual trust and confidence through providing expert client service.
• Educate clients and potential clients on how to subscribe and service their account on the Nedbank self-service platforms.
• Understand client needs through connecting and delivering financial solutions with care.
• Use expertise and relevant insights to solve client needs relating to self-service, features and digital functionality.

Business Operations:

• Prevent fraud, risks and losses by referring any occurrences outside of mandate or authentication procedure to relevant management.
• Ensure that technical issues relating to cash equipment and devices are resolved by logging calls with the IT help-desk.
• Assist Client Advisors and Client Support Specialists with complex queries and complaints.
• Manage the daily, weekly and monthly control activities.
• Manage and control branch cash within branch holding limits.
• Ensure the teller function, treasury and ATMs are in a balancing position.
• Manage and control forex cash and travel cards balancing and any takeovers of forex.
• Adhere to metrofiling processes and archiving of documentation.
• Authorize transactions and overrides outside of tellers and forex mandates.
• Manage Document Management Portal and Branch Admin Centre escalations.
• Action ARIBA system requests.
• Ensure branch and treasury cash management through following the correct take-over guidelines, monitoring teller cash limits, and ordering and sending off of bulk cash.

Risk and Compliance:

• Adhere to Nedbank security, operational and compliance 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.

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

About the company

At Nedbank, we see ourselves as money experts who do good. And by doing good, we strive to be the difference that impacts our world for the better.