Nedbank Client Coach Jobs in South Africa
Nedbank Client Coach Jobs in South Africa
Job PurposeTo provide delightful client centric experience through agile engagements and to migrate clients to a digital channel of choice.
Job Responsibilities
Manage the banking hall floor.
Meet, greet, establish and clarify client needs and verify documentation.
Control the queuing system and prioritise clients with special needs.
Address any queries or concerns relating to the queue flow or digital devices.
Walk the floor, educate clients on devices and ensure connectivity.
Suggest alternative channels in terms of relevant point of service in relation to costing.
Assist with or refer client complaints to management for resolution and feedback.
Encourage client feedback and thank clients when exiting the branch.
Promote digital banking by educating, activating and supporting clients.
Support and motivate branch staff to educate and migrate clients to digital.
Assist in enabling clients on digital and other self-service channels.
Identify and recommend ways to enhance client communication.
Manage the client experiences environment.
Ensure that all equipment is switched on / off daily, is in working order and due process is adhered to.
Meet with Branch Manager to discuss previous day's report and agree on any changes to be initiated.
Ensure staff are ready to receive clients on time.
Manage and hold staff accountable to call clients consistently whilst at the counter.
Address both the negative and positive sides to client experience with all staff and provide recognition where it is due.
Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.
Ensure that there is sufficient stock at hand including promotional items, brochures holders, stationery, and replenish accordingly.
Inspect banking hall for OHASA compliance and report
defects and suspicious behaviour.
Ensure all staff adhere to the clean desk environment in the branch.
Support and coach branch staff to improve their comfort level across all digital platforms.
Monitor all Client Experience data for the branch to identify experience failures with a focus on RODI principles.
Manage the client experiences environment.
Engage and participate/conduct experience related meetings in the branch.
Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.
Provide sales, digital leads and enable cross-selling to relevant departments.
Achieve and report performance on digital usage targets.
Improve digital migration volumes.
Improve in enticement statistics in the branch.
Support the achievement of the business strategy, objectives and values.
Stay abreast of developments in field of expertise.
Ensure personal growth and enable effectiveness in performance of roles and responsibilities.
Participate and support corporate responsibility initiatives for the achievement of business strategy.
Seek opportunities to improve business processes, models and systems though agile thinking.
Minimum Experience Level
3-5 years customer facing experience, preferable Retail branch experience
Must have the ability to communicate fluently in English and Afrikaans
Essential Qualifications#
NQF Level
Matric / Grade 12 / National Senior Certificate
Type of Exposure
Managing customer expectations
Answering customer questions
Working with customers to solve customer problems
Interacting with diverse people
Identifying health and safety regulations violations
Interacting with external clients
Technical / Professional Knowledge
Relevant product knowledge
Customer service principles
Governance, Risk and Controls
Branch processes and procedures
Behavioural Competencies
Building Customer Loyalty
Managing Work
Influencing
Sales Persuasion
Courage
Positive Approach
Customer Focus
Stress Tolerance
How to Apply
For more information and job application details, see; Nedbank Client Coach Jobs in South Africa
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to NGO Jobs in Africa.
