Service Consultant

Service Consultant

Job Requisition Number -121019

Location

Canada & USA

Job Family

Sales and Service

Career Stream

Client Service

Leadership Pipeline

Manage Self: Technical (MST)

Job Purpose

To solve client's basic banking service needs relating to bank systems, processes, digital and technical constraints.

Job Responsibilities

Client Engagement:

• Exceed client expectations by offering the right service and the right solution.
• Use digital and technical expertise to resolve client problems.
• Providing expert client service, first time right.
• Educate clients to subscribe and service their accounts on the Green finance self-service platforms.
• Understand client service need's through connecting with care.
• Solve client service needs relating to self-service, features, and digital functionality.

Business Operations:

• Prevent fraud, risks and losses by referring any occurrences outside of mandate or authentication procedure to relevant management.
• Assist Client Advisors and Client Support Specialists with basic queries and complaints.
• Manage the daily, weekly and monthly control activities.
• Adhere to metrofiling processes and archiving of documentation.
• Manage Document Management Portal and Branch Admin Centre escalations.
• Action ARIBA system requests.
• Ensure the uptime standards of all digital devices are maintained. 
• Achieve digital adoption goals with all clients interacted with.
• Assist clients to migrate cash deposits to the intelligent depositors.

Risk and Compliance:

• Ensure compliance to operational and legislative requirements.
• Maintain data quality standards in all client interactions.
• Update client information digitally.
• Clear outstanding eclipse tasks daily.
• Complete Enterprise Group Compliance training regularly.

Green Finance Goals:

• Ensure service excellence in all client engagements by acting in the client's best interest; keeping the client informed and by acting with honesty and integrity. 
• Meet service excellence goals , ensure teamwork and personal development goals are met.
• Contribute with team members to achieve best rated ranking in client satisfaction service.

Essential Qualifications - NQF Level

Minimum Experience Level

1-2 years
Retail/Banking Client Service, Cash, Banking Systems, 1st Line Problem Resolution experience.

Technical / Professional Knowledge

Behavioural Competencies

EE Statement

Preference will be given to candidates from the underrepresented groups

Please contact the Green Finance Recruiting Team at +1 (826) 224 1312