Nedbank, one of South Africa’s leading financial institutions, is actively seeking a highly skilled and motivated individual to join their team as a Client Service Consultant. The position is based in Cape Town, with opportunities available in both the Central Metro and North Metro locations.
The role is part of the Sales and Service job family within the Client Service career stream, and the selected candidate will be expected to manage self-technical operations, fulfilling various client service responsibilities.
Position Overview
As a Client Service Consultant, the core responsibility will be to enhance customer satisfaction by educating clients about Nedbank’s digital solutions and self-service functionalities, as well as managing cash transactions and device maintenance. This role requires a commitment to meeting business goals while exceeding client expectations, ensuring a seamless and efficient customer experience.
Key Responsibilities
Client Engagement
The Client Service Consultant plays a crucial role in fostering strong client relationships by engaging with customers in a helpful and informative manner. This includes:
- Addressing concerns related to queue flow or digital devices, ensuring a smooth customer experience.
- Assisting clients in downloading online applications and resolving login issues.
- Supporting clients with purchasing value-added services, such as pre-paid data and airtime, either online or via self-service devices.
- Guiding clients to obtain necessary documents (e.g., statements and cards) from self-service zones.
- Continuously educating clients on self-service digital functionality and features, helping them subscribe to services and manage their accounts.
- Identifying potential sales leads and facilitating cross-selling opportunities without direct advice, while capturing these leads in the client management system.
- Providing consistent updates to clients on the status of their applications, queries, and requests.
Business Operations
A significant aspect of the role involves cash management and operational tasks that ensure the branch runs efficiently. These include:
- Accepting and processing cash transactions.
- Managing daily control checklists and ensuring accurate handling of teller, inquiries, and foreign functions.
- Ensuring the secure and balanced stock of branch holdings, such as cards, and performing related tasks like destroying old stock.
- Supporting the further processing of inter-bank transfers, ensuring all transactional documents are prepared and handed over to the relevant couriers.
- Balancing and replenishing cash in ATMs and performing first-line maintenance of self-service devices.
- Following all necessary procedures for handling client forex requests, ensuring compliance with all policies.
- Minimizing losses by identifying discrepancies in cash holdings and taking corrective actions as required.
Risk and Compliance
Maintaining security and compliance is critical to this role. The Client Service Consultant must:
- Mitigate risk by controlling limits according to Nedbank’s policies.
- Prevent fraud and minimize losses by adhering to all security procedures and client authentication protocols.
- Contribute to the overall risk management strategy by being proactive in reporting and managing potential issues.
Nedbank Goals
As part of the Nedbank team, the Client Service Consultant will be expected to:
- Act in the client’s best interest by fulfilling promises, taking accountability, and going the extra mile.
- Contribute to Nedbank’s success by achieving individual and team goals, all while adhering to security, operational, and compliance procedures.
- Focus on improving digital enticement, encouraging customers to use self-service devices and online banking channels.
Essential Qualifications
- NQF Level: Diploma (Required)
- Preferred Qualification: Higher Certificate in Banking Services (NQF5)
Experience and Skills
The ideal candidate will have:
- 1 to 2 years of retail or banking client service experience, particularly in cash handling, technology troubleshooting, and first-line problem resolution.
- A solid understanding of customer service principles, relationship management, and problem-solving skills.
- Knowledge of Nedbank’s security policies and procedures, governance, and risk management practices.
- Experience in handling forex products and a strong ability to manage various banking transactions.
Additionally, the role requires the following behavioral competencies:
- Strong relationship-building skills to foster customer loyalty and trust.
- Effective collaboration within the team and across departments.
- Ability to manage work effectively, adapt to changing environments, and maintain composure under stress.
- A commitment to continuous learning and personal development.
How to Apply
Interested candidates are invited to contact the Nedbank Recruiting Team at +27 860 555 566. If this particular position doesn’t match your skills and experience, you can activate job alerts to be among the first to know when new positions open up at Nedbank.
Nedbank offers an excellent environment for personal and professional growth, with a focus on delivering outstanding customer service and maintaining high standards of risk management. The position of Client Service Consultant offers a great opportunity to join a company that values its employees and clients alike, providing comprehensive training and career development.
Nedbank’s commitment to embracing digital transformation ensures that employees are at the forefront of technological advancements in the banking sector, making this role an exciting and rewarding career choice for those passionate about client service and digital innovation.
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