Service Consultant

Full job description

Job Requisition and Talent Acquisition Specialist detailstcontact

REQ: 139044

Role: Service Consultant

Area:

Advert closing date: 7/5/2025

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

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.

Industries: Banking

Function: Others