Client Services Consultant - Service Recovery

Job Description

Job PurposeTo provide professional and efficient call services in order to optimise client experience for Nedgroup Investment clients and ensure continued relationships are created and maintained.Job ResponsibilitiesLog and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.Escalate all unresolved queries to management by logging the case on the system.Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.Ensure efficient resolution of non-standard client complaints through liasing with appropriate personnel internally and externally.Provide input and liase with clients, institutions, managers and staff to resolve complaints effectively (inline with Treating Customers Fairly legislation).Ensure that response to clients complaints are documented and formally closed out within standard turnaround times.Ensure compliance with changes in regulation, business process and group complaints reporting.Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.

Responsibilities + Skills


Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.


2-3 years working experience as a Client Services Consultant - Unit Trust Complaints Resolution within the Asset Management space dealing with complaints resolution for Unit Trust/Retirment Annuities/Offshore Investments.

Job Summary

  • Published on: Monday, 22nd June 2020
  • Designation: Client Services Consultant - Service Recovery
  • industry: Finance
  • Vacancy: 1
  • Employment Status: Full-time
  • Job Location: Johannesburg
  • Salary: 0
  • Gender:
  • Application Deadline: Monday, 22nd June 2020

About the Company

  • Company Name: Nedbank Recruiting.
  • Address:
  • Website:
  • Company Profile:
  • Staying abreast of the various IFRS 9 modelling methodologies across retail and wholesale productsContributing to development aspects of the loss forecasting and stress testing framework and keeping the framework up to date as the methodology evolvesConducting ad hoc analysis on IFRS 9 PD, EAD, LGD and Survival models, as well as overall impairment calculations, for retail as well wholesale-type portfoliosConducting independent credit risk stress testing related research and using it as input into proposals and strategiesEngaging with various stakeholders across the organisation (including risk and finance) to discuss methodological aspects, business assumptions and results from the loss forecasting work stream

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