Service Specialist: SME

Job Requisition Details

Requisition ID: 146588

Locaction: National x11

Closing Date: 10 July 2026

Talent Acquisition: Bongiwe Mchunu

Job Family

Business and Commercial Banking

Career Stream

Relationship Management Support

Leadership Pipeline

Manage Self: Technical (MST)

FAIS Affected 

Yes

Job Purpose

To support SME Relationship Managers in delivering Nedbank’s SME banking proposition by integrating client servicing excellence, proactive sales enablement, and client value management (CVM).
The role is responsible for enhancing client experience, identifying growth opportunities, and enabling portfolio expansion through insight-driven engagement, while ensuring efficient and compliant service delivery.

Why Join Our Team

Job Responsibilities

Client Engagement & Relationship Support

• Build and maintain strong, trust-based relationships with SME clients through consistent and proactive engagement.


• Deliver seamless, high-quality servicing across client queries, onboarding, and maintenance activities.


• Understand client business needs through ongoing interaction and engagement, ensuring solutions remain relevant and value-adding.


• Support Relationship Managers (RMs) in client interactions, including preparation for reviews, meetings, and engagements.


• Proactively communicate with clients to manage expectations, resolve issues, and enhance overall experience.

Sales Enablement & Cross-Sell Support

• Identify cross-sell and up-sell opportunities through analysis of client behaviour, portfolio data, and interactions.


• Initiate and support sales processes by gathering required documentation, coordinating fulfilment, and facilitating deal execution.


• Support RMs in achieving portfolio growth targets by tracking pipeline activities and ensuring follow-through.


• Engage relevant product specialists and internal stakeholders to support solution delivery.


• Ensure accurate tracking and reporting of identified opportunities and sales progress.

Client Value Management (CVM) & Portfolio Insights

• Analyse SME client portfolios to identify revenue growth opportunities, product gaps, and client needs.


• Support the execution of targeted campaigns and client engagement initiatives aligned to portfolio strategies.


• Monitor client activity and trigger proactive engagement based on behavioural insights or risk signals.


• Contribute to improving client penetration, product holding, and primary bank status.

Operational Execution & Service Delivery

• Manage end-to-end servicing processes, including account onboarding, maintenance, and fulfilment of client requests.


• Ensure adherence to service level agreements and turnaround times.


• Coordinate across internal service centres and support functions to ensure timely and efficient delivery.


• Resolve client queries and complaints in a professional and efficient manner.


• Digital Enablement


• Educate and enable clients to use Nedbank digital platforms (e.g. self-service banking channels) to improve efficiency.


• Drive adoption of digital channels for routine transactions and servicing.


• Promote digital-first servicing to enhance client convenience and reduce manual intervention.
  (Aligned to SME hybrid digital strategy and existing service responsibilities) 

Risk Management & Compliance

• Adhere to all Nedbank governance, risk, and compliance requirements.


• Ensure all client documentation and processes meet regulatory and policy standards.


• Identify and escalate risks, fraud indicators, or control breaches as required.


• Maintain audit readiness and ensure proper record-keeping.

Stakeholder Collaboration

• Build strong working relationships with internal stakeholders including product teams, credit, operations, and support functions.


• Collaborate effectively to deliver client-centric solutions and ensure seamless execution.


• Contribute to a culture of client-centricity, accountability, and continuous improvement.

Continuous Improvement & Efficiency

• Identify opportunities to improve processes, client journeys, and service delivery models.


• Provide insights on recurring client issues, trends, and opportunities for enhancement.


• Contribute to innovation and optimisation of SME servicing and enablement processes.

Our Ideal Candidate

Essential Qualifications - NQF Level

Qualification

Minimum Experience Level

Technical Competencies

Behavioural Competencies