Job Description

Job PurposeTo provide professional and efficient call services in order to optimise client experience for Nedgroup Investment clients and ensure continued relationships are created and maintained.Job ResponsibilitiesLog and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.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.Ensure efficient resolution of non-standard client complaints through liasing with appropriate personnel internally and externally.Provide input and liase with clients, institutions, managers and staff to resolve complaints effectively (inline with Treating Customers Fairly legislation).Ensure that response to clients complaints are documented and formally closed out within standard turnaround times.Ensure compliance with changes in regulation, business process and group complaints reporting.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.