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

• Diploma
• Preferred Qualification
• FAIS Approved Qualification

Minimum Experience Level

• Must have 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