Senior Client Advisor

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REQ Number -147882

Location: Khayelitsha

Sales and Service

Sales

Manage Self: Technical (MST)

FAIS Affected

FAIS Affected - Yes

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

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