Join Nedbank South Africa as a Service Centre Agent Working on Providing Efficient Call Services to Clients

Join Nedbank South Africa as a Service Centre Agent Working on Providing Efficient Call Services to Clients

• Location: Johannesburg, South Africa
• Number of Vacancies: 1
• Closing Date: Not Specified

About Nedbank

Nedbank Group is one of South Africa’s four largest banks, with Nedbank Limited as our principal banking subsidiary.

Nedbank offers a range of solutions through its frontline clusters, Nedbank Corporate and Investment Banking, Nedbank Retail and Business Banking, Nedbank Wealth and Nedbank Africa Regions.

Key Responsibilities

• Adhere to the daily schedule to ensure that targets are met by following the work plan.
• 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.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• 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.
• 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.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Understand the nature of the client’s query by reiterating the key points raised by the client.
• Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.

Requirements

Essential Qualifications – NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Certifications

Call Centre and Post Matric will be added advantage

Minimum Experience Level

Minimum experience of 6 – 12 months in call centre environment.

Technical / Professional Knowledge

• Administrative procedures and systems
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions
• Governance, Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Technical/Professional Knowledge and Skills
• Managing Work
• Adaptability
• Quality Orientation

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