Service Consultant

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 client expectations.

Req: 146286

Role:
Service Consultant

Area:
Worcester

Advert closing date: 15/06/2026

Sales and Service

Client Service

Manage Self:
Technical (MST)

Client Engagement

• Address any concerns relating to queue flow or digital devices.
• Assist client to download online applications and resolve any login issues.
• Assist the client to buy value‑added services (e.g., pre‑paid data and airtime) online or via 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 to 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 capturing it in 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.
• Execute action control checklist 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 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/ 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 for all store devices.
• Minimise losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.
• Process client deposits, withdrawals, change for change and transfer requests by following relevant procedure and policies.
• Process client forex requests by following 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.

• Diploma

Banking Services (e.g., Higher Certificate in Banking Services – NQF5)

1–2 years Retail/Banking Client Service, Cash, Technology Savvy, 1st Line Problem Resolution experience. Where applicable, foreign experience.

• Customer service principles
• Product knowledge
• Problem‑solving skills
• Relationship management
• Nedbank security policies and procedures
• Governance, risk and controls
• Forex product

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