Service Consultant: DHA – Nedbank
Job Details
Company: Nedbank
Position: Service Consultant: Department of Home Affairs (DHA)
Location: Umlazi, KwaZulu-Natal
Job Family: Sales and Service
Career Stream: Client Service
Leadership Pipeline: Manage Self: Operational (MSO)
Employment Type: Not specified
Reference: REQ148031
Minimum Education: Matric / Grade 12 / National Senior Certificate
Experience: 1–2 years’ customer-facing experience
Closing Date: 6 October 2026
Job Overview
Nedbank is looking for a Service Consultant: DHA to join its client service team in Umlazi, KwaZulu-Natal. The successful candidate will provide value-added services to Nedbank clients by facilitating and administering Department of Home Affairs (DHA) requests, while ensuring that all services are delivered in line with legislative, regulatory and internal requirements.
This customer-facing position involves engaging directly with clients, understanding their needs and managing their requests from start to finish. The Service Consultant will assist clients with DHA applications and queries while ensuring that information is captured accurately and that required verification and authentication processes are followed.
A key part of the role is also educating clients about the convenience, security and functionality of Nedbank’s digital and self-service solutions. Candidates should therefore be comfortable communicating with customers, explaining processes and providing clear information.
The role requires strong attention to detail because the successful candidate will capture and verify client information, digital photographs, signatures and fingerprints as part of DHA application processes. The consultant will also be responsible for appointment verification, stock management and following strict security and compliance procedures.
Candidates should have 1–2 years of experience interacting with customers, resolving queries and managing customer expectations. Good computer literacy, communication and problem-solving skills are essential.
Key Responsibilities
The Service Consultant will be responsible for:
- Engaging clients and assessing their needs regarding DHA services and queries.
- Managing client requests throughout the end-to-end process.
- Providing accurate information and maintaining positive client relationships.
- Keeping clients informed about the progress of applications and requests.
- Escalating unresolved issues according to established procedures.
- Identifying suitable sales leads and enabling cross-selling opportunities without providing financial advice.
- Reviewing daily client appointments and planning work accordingly.
- Confirming client appointments through online verification and authentication.
- Ensuring all required systems and devices are operational.
- Capturing and vetting client information for DHA applications.
- Capturing digital photographs, signatures and fingerprints.
- Receiving, checking and managing stock required for applications.
- Inspecting stock quantity and quality and rejecting non-compliant stock.
- Liaising with relevant parties regarding product returns and replacements.
- Following Nedbank and DHA processes, procedures and protocols.
Risk and Compliance
The position requires strict adherence to risk and compliance requirements. The successful candidate will:
- Follow authentication and security procedures.
- Help prevent fraud and financial losses.
- Adhere to relevant regulatory and legislative requirements.
- Follow AML, FATCA, TCF and EGC requirements applicable to the role.
- Complete mandatory compliance training on time.
- Stay informed about legislative and industry changes.
- Apply updated risk and compliance procedures in daily activities.
- Protect client information and follow internal security policies.
Minimum Requirements
Applicants must have:
- Matric / Grade 12 / National Senior Certificate.
- 1–2 years’ experience interacting with customers.
- Experience resolving customer queries and managing expectations.
- Experience interacting with external customers.
- Understanding of business processes and policies.
Skills and Competencies
Nedbank is looking for candidates with:
- Customer service knowledge.
- Strong verbal and written communication.
- Computer literacy.
- Problem-solving and troubleshooting skills.
- Product and service knowledge.
- Understanding of governance, risk and controls.
- Knowledge of internal security policies and procedures.
- Strong organisational and work-management abilities.
- Ability to collaborate with others.
- Adaptability and stress tolerance.
- Willingness to continuously learn.
Ideal Candidate
The ideal candidate will be a professional and customer-focused individual who enjoys helping people and can manage customer requests accurately from beginning to end. You should be comfortable working with digital systems, following detailed procedures and handling confidential client information.
Strong attention to detail and the ability to remain calm under pressure will be important, particularly when dealing with customer queries and compliance-related processes.
Employment Details
This position is based in Umlazi, KwaZulu-Natal, within Nedbank’s Sales and Service division. The role is focused on client service and supporting DHA-related requests.
How to Apply
Interested candidates should apply for Service Consultant: DHA – REQ148031 through Nedbank’s careers platform before the closing date.
🚨 Closing Date: 6 October 2026