Client Liaison Specialist: Banking - Nedbank

Job Purpose

To provide personalised advice, financial solutions, client service and educate clients on the convenience, security and functionality of self-service solutions, in order to meet business goals and exceed client expectations.

Job Responsibilities

Client Engagement:

• Respond to client needs by offering the right service and solution.
• Nurture strong, long-standing client relationships.
• Educate clients and potential clients on how to subscribe and service their account.
• Educate clients on the convenience, security and functionality of self-service solutions.
• Provide knowledgeable client service that fosters mutual trust and confidence.
• Discover client's needs through connecting, understanding and delivering financial solutions with care.
• Provide financial strategies and advice using a holistic approach to help clients achieve their goals and grow financially.
• Own the client request end to end and route for alternative intervention if not equipped to service the client.
• Identify cross-selling opportunities through client engagement and quality conversations.
• Facilitate the sales process by informing clients of the product features and benefits.
• Fulfill clients' needs through documenting needs analysis and by providing suitable financial product solutions.
• Obtain referrals from existing clients as well as leads from other business units.
• Build, maintain and retain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.
• Educate clients on the use of alternative, cost effective, time saving and convenient self-service channels.
• Provide complete solution to clients by networking and collaborating with internal stakeholders.
• Provide input into client financial analysis, make recommendations to credit and monitor the return of security documentation.
• Identify and recommend opportunities to enhance processes, systems and policies.

Nedbank Goals:

• 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.
• Act in the client's interest, inform the client, do what you say and promise, take accountability, and go the extra mile.
• Develop, retain and grow the business by delivering against individual and team goals that support a positive client experience.
• Achieve business objectives and identify and execute on quality sales leads.
• Increase market share of primary clients by entrenching clients through Core+ needs discussions, salary and debit order switching as well as enrolling clients on the various digital platforms.

Risk and Compliance:

• Mitigate risks and meet legislative requirements (e.g. FICA, FAIS and Letter of Authority) by being accredited and updating and maintaining client information.
• Report suspicious transactions to the relevant department.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, communications and training material.

Essential Qualifications - NQF Level

• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• FAIS Approved Qualification

Minimum Experience Level

• 3 - 6 years
• Retail/Banking Client Service, Sales, Relationship experience

Technical / Professional Knowledge

• Product sales skills
• Sales Strategies
• Product Knowledge
• Customer service principles
• Nedbank policies and procedures
• Customer relationship management

Behavioural Competencies

• Building Customer Loyalty
• Building Trusting Relationships
• Sales Persuasion
• Technology Savvy
• Planning and Organizing
• Adaptability
• Applied Learning