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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