Job ClassificationRequisition: 135668 - Melissa CloeteCluster: Nedbank Wealth Cluster, Nedbank Insurance DivisionJob Family: SALES AND SERVICESCareer Stream: CALL CENTRE (Service)Leadership Pipeline: Manage Self: TechnicalFAIS AffectedJob Purpose:To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.Job 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 ensuring 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.).Participate and support corporate social responsibility initiatives for the achievement of key business strategies.Identify and recommend opportunities to enhance processes, systems, and policies and support the implementation of new processes, policies, and systems.Keep abreast of legislation and other industry changes that impact the role by reading the relevant newsletters, websites, and attending sessions.Stay updated 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 the 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 the 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 and sharing knowledge with the team.Understand the nature of the client's query by reiterating the key points raised by the client.Provide continuous feedback to management and the back office and ensure that stakeholders are updated through communication of information required by the different stakeholders.Essential Qualifications - NQF Level:Matric / Grade 12 / National Senior CertificatePreferred Qualification:Certificate: Call CentreEssential Certifications:RE 5 Certificate (essential)120 FAIS Credits (essential)Minimum Experience Level:3 years of Motor insurance / Personal lines / Vehicle Value added Products experience1-3 years of Call Centre experienceTechnical / Professional Knowledge:Administrative procedures and systemsRelevant regulatory knowledgeRelevant software and systems knowledgeBusiness writing skillsBanking knowledgeBanking proceduresCluster Specific Operational KnowledgeBusiness principlesBusiness terms and definitionsGovernance, Risk and ControlsBehavioural Competencies:Building Customer LoyaltyCommunicationTechnical/Professional Knowledge and SkillsManaging WorkAdaptabilityQuality OrientationDescription:Preference will be given to candidates from the underrepresented groups.Please contact the Nedbank Recruiting Team at +27 860 555 566.
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