Job Classification
Requisition: 135668 - Melissa Cloete
Cluster: Nedbank Wealth Cluster, Nedbank Insurance Division
Job Family: SALES AND SERVICES
Career Stream: CALL CENTRE (Service)
Leadership Pipeline: Manage Self: Technical
FAIS Affected
Job 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) and 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).
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 implementation of new processes, policies and systems.
Keep abreast of legislation and other industry changes that impact on role by reading the relevant newsletters, websites and attending sessions.
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 with the 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.
Essential Qualifications - NQF Level
Matric / Grade 12 / National Senior Certificate
Preferred Qualification
Certificate: Call Centre
Essential Certifications
RE 5 Certificate (essential)
120 FAIS Credits (essential)
Minimum Experience Level
3 years of Motor insurance / Personal lines / Vehicle Value added Products experience
1-3 years of Call Centre experience
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
Description
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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