Service Specialist: PC & SBS

About this role

Nedbank is looking for a Service Specialist to work from its Rosebank branch in Johannesburg. You will use your digital and technical skills to find and fix client problems with bank systems, processes and equipment.

What you’ll do

• Solve escalated client problems and build lasting relationships with clients through expert service.
• Teach clients how to sign up for and manage their accounts on Nedbank’s self-service platforms.
• Handle complex queries and complaints raised by Client Advisors and Client Support Specialists.
• Run daily, weekly and monthly control checks, including branch cash, teller balances, treasury and ATMs.
• Manage forex cash, travel cards and branch cash within holding limits, and authorise transactions outside teller and forex mandates.
• Log technical faults on cash equipment and devices with the IT help desk, and act on escalations in the Document Management Portal and Branch Admin Centre.
• Refer fraud risks and matters outside your mandate to management, and follow Nedbank security, operational and compliance policies.

What you need

• An Advanced Diploma or National First Degree (NQF 7).
• An Advanced Certificate in Banking Services (NQF 6) is preferred.
• 3 to 6 years of experience in retail or banking client service, cash handling, banking systems or second-line problem resolution.
• Foreign experience is advantageous where applicable.
• Knowledge of customer service principles, banking products and Nedbank policies and procedures.
• Strong troubleshooting and problem-solving skills.
• Understanding of risk, security and governance controls.
• Skills in building customer loyalty, decision making, influencing, quality focus, adaptability and managing your own work.

Is this job for you?

This role suits someone with several years of banking client service behind them. You should enjoy solving problems for clients, be comfortable with digital tools, and take care with cash and controls.

Tips before you apply

• Have your qualification certificates and a list of your employers and dates ready, so you can show your 3 to 6 years of experience.
• Put examples of cash balancing, control checks or second-line problem solving at the top of your CV, with the systems you used.
• Show how you have taught clients to use digital banking or self-service tools, as this matches a key part of the role.

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