Service Specialist: SME

Job Purpose

To support SME Relationship Managers in delivering Nedbank’s SME banking proposition by integrating client servicing excellence, proactive sales enablement, and client value management (CVM).

Job Responsibilities

• Client Engagement & Relationship Support
• Build and maintain strong, trust-based relationships with SME clients through consistent and proactive engagement.
• Deliver seamless, high-quality servicing across client queries, onboarding, and maintenance activities.
• Understand client business needs through ongoing interaction and engagement, ensuring solutions remain relevant and value-adding.
• Support Relationship Managers (RMs) in client interactions, including preparation for reviews, meetings, and engagements.
• Proactively communicate with clients to manage expectations, resolve issues, and enhance overall experience.
• Sales Enablement & Cross-Sell Support
• Identify cross-sell and up-sell opportunities through analysis of client behavior, portfolio data, and interactions.
• Initiate and support sales processes by gathering required documentation, coordinating fulfillment, and facilitating deal execution.
• Support RMs in achieving portfolio growth targets by tracking pipeline activities and ensuring follow-through.
• Engage relevant product specialists and internal stakeholders to support solution delivery.
• Ensure accurate tracking and reporting of identified opportunities and sales progress.
• Client Value Management (CVM) & Portfolio Insights
• Analyse SME client portfolios to identify revenue growth opportunities, product gaps, and client needs.
• Support the execution of targeted campaigns and client engagement initiatives aligned to portfolio strategies.
• Monitor client activity and trigger proactive engagement based on behavioral insights or risk signals.
• Contribute to improving client penetration, product holding, and primary bank status.
• Operational Execution & Service Delivery
• Manage end-to-end servicing processes, including account onboarding, maintenance, and fulfilment of client requests.
• Ensure adherence to service level agreements and turnaround times.
• Coordinate across internal service centres and support functions to ensure timely and efficient delivery.
• Resolve client queries and complaints in a professional and efficient manner.
• Digital Enablement
• Educate and enable clients to use Nedbank digital platforms (e.g., self-service banking channels) to improve efficiency.
• Drive adoption of digital channels for routine transactions and servicing.
• Promote digital-first servicing to enhance client convenience and reduce manual intervention.
• Risk Management & Compliance
• Adhere to all Nedbank governance, risk, and compliance requirements.
• Ensure all client documentation and processes meet regulatory and policy standards.
• Identify and escalate risks, fraud indicators, or control breaches as required.
• Maintain audit readiness and ensure proper record-keeping.
• Stakeholder Collaboration
• Build strong working relationships with internal stakeholders including product teams, credit, operations, and support functions.
• Collaborate effectively to deliver client-centric solutions and ensure seamless execution.
• Contribute to a culture of client-centricity, accountability, and continuous improvement.
• Continuous Improvement & Efficiency
• Identify opportunities to improve processes, client journeys, and service delivery models.
• Provide insights on recurring client issues, trends, and opportunities for enhancement.
• Contribute to innovation and optimisation of SME servicing and enablement processes.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees
• Minimum (Essential): Advanced Diploma or Bachelor’s Degree (NQF Level 7)
• Preferred: Advanced Certificate or qualification in Banking Services (NQF Level 6 or higher)
• Relevant certifications in Banking, Finance, Business Management or related field
• Minimum Experience Level: 3–5 years’ experience in a retail or SME banking environment
• Experience in client servicing, sales support, or relationship management environments

Professional Knowledge

• Banking products and services
• Client value management principles
• Digital banking platforms and processes
• Sales support and pipeline management
• Governance, Risk and Controls
• Client service and relationship management principles
• Advancing Sales Discussions
• Communication and Analytical Thinking

Technical Competencies

• Customer service principles
• Product Knowledge
• Relevant Nedbank policies and procedures
• Troubleshooting
• Problem solving skills
• Risk And Security Practice
• Governance, Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Technical/Professional Knowledge and Skills
• Decision Making
• Influencing
• Quality Orientation
• Adaptability
• Managing Work