Service Consultant

Job Requisition detail

Req: 147075

Role: Service Consultant

Area: Caledon

Advert closing date: 07/08/2026

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

FAIS Affected

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 the client expectations. 

Job Responsibilities

Client Engagement:

• Address any concerns relating to the queue flow or digital devices.


• Assist client to download online applications and resolve any log in issues.


• Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through 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 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 by capturing it on 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.


• Action control check list 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 the 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/ID availability 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 of all store devices.


• Minimize losses and ensure corrective action is taken by declaring any discrepancies in cash holdings.


• Process client deposits, withdrawal, change for change and transfer requests by following relevant procedure and policies.


• Process client forex requests by following the 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.

Essential Qualifications - NQF Level

Preferred Qualification

Banking Services (example, Higher Certificate in Banking Services - NQF5)

Minimum Experience Level

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

Technical / Professional Knowledge

Behavioural Competencies