Branch Controller - Rehoboth Branch

Overview

This position focuses on providing exceptional client service by aiding customers with digital platforms, transactional needs, and financial services, while fostering relationships and uncovering business opportunities. Responsibilities include overseeing branch operations such as cash management and equipment support, ensuring adherence to risk and fraud control protocols, and supporting business growth through superior service and digital channel promotion.

Client Engagement

• Resolve issues related to queue management and digital device usage.
• Support clients in downloading banking applications and troubleshoot login problems.
• Assist customers with purchasing value-added services like prepaid data and airtime via online or self-service platforms.
• Help clients obtain statements, cards, and other documents from self-service areas.
• Maintain and enhance client relationships by keeping clients updated on their applications, inquiries, and requests.
• Understand and identify clients' service and digital needs to provide tailored financial solutions.
• Educate clients on account subscription processes and self-service digital features.
• Guide clients in fulfilling service requirements through online channels.
• Recognize sales opportunities during client interactions and facilitate referrals to appropriate departments without direct selling.
• Welcome and clarify client requirements, verify documentation, and direct clients accordingly.
• Develop strong, long-term client relationships fostering trust.
• Manage client requests end-to-end and escalate when beyond own capacity.
• Deliver knowledgeable client service that builds mutual trust and confidence.

Business Operations

• Process cash transactions at the counter efficiently and accurately.
• Complete daily control checklists related to teller, enquiry, and foreign exchange functions.
• Maintain and secure branch inventory, including card stocks.
• Manage queue processes and prioritize clients needing special attention.
• Dispose of outdated stock such as expired cards as per reports.
• Prepare documentation for inter-bank transfers and ensure timely handover to couriers.
• Ensure ATM and device functionality by balancing cash and performing first-level maintenance and replenishment tasks.
• Implement cash management strategies focusing on treasury, holdings, efficiency, and recycling.
• Report and address any cash discrepancies to minimize losses.
• Process client deposits, withdrawals, change requests, and transfers following established procedures.
• Handle foreign exchange service requests in compliance with relevant policies.

Risk and Compliance

• Manage risks by adhering to approved cash limits at counters and drop safes.
• Prevent fraud and losses by following mandates, and verifying client and transaction authenticity per policies.

Organizational Goals

• Act in the best interest of clients, maintain transparent communication, uphold commitments, accept responsibility, and exert extra effort.
• Contribute to Nedbank's success by achieving service excellence, teamwork, and personal growth objectives while observing security and compliance protocols.
• Support business development through meeting individual and team goals that enhance client experiences.
• Drive digital adoption and channel migration to self-service and online platforms.

Qualifications and Experience

• Minimum Grade 12 Certificate
• Bachelor's Degree (NQF7) or equivalent in commerce, banking, finance, or related disciplines preferred
• 1 to 2 years of retail or banking client service experience
• Proven cash handling expertise

Technical Knowledge

• Fundamentals of customer service
• Banking product knowledge
• Effective problem solving
• Client relationship management
• Understanding of Nedbank security policies and procedures
• Foreign exchange product knowledge
• Governance, risk management, and controls

Behavioral Competencies

• Customer loyalty building
• Trustworthiness
• Team collaboration
• Work management
• Adaptability and flexibility
• Stress resilience
• Lifelong learning attitude

Additional Information

For further details or support, reach out to the Nedbank Recruiting Team in Namibia.