Job PurposeTo provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.Job ResponsibilitiesAdhere 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).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 impacts 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.
Responsibilities + Skills
Regulatory Examination (RE) Level 5Call Centre Qualification
Must have a FAIS Complaint qualification ( Min 120 Credits) essentialMatric / Grade 12 / National Senior Certificate