Nedbank | Call Agent X1

Nedbank | Call Agent X1

Requisition Number : Requisition 111410

Career Stream: CALL CENTRE (Service)

Leadership Pipeline

Manage Self: Technical

Job Purpose

To provide professional and efficient call services in order to optimize 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 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 the 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 the 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 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 knowledge 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 the communication of information required by the different stakeholders.

Minimum Experience Level

1 – 2 years Call Centre experience.

Essential Qualifications – NQF Level

Preferred Qualification

Certificate: Call Centre

Type of Exposure

  • Working with a group and individually to identify alternative solutions to a problem
  • Checking accuracy of reports and rec
  • Building and maintaining effective relationships with diverse internal and external stakeholders
  • Sharing information in different ways to increase internal stakeholders understanding
  • Managing customer expectations
  • Comparing two or more sets of information
  • Interacting with diverse people
  • Interacting with external clients
  • Working in a fast-paced and changing environment
  • Working in a team

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

Behavioral Competencies

  • Building Customer Loyalty
  • Communication
  • Technical/Professional Knowledge and Skills
  • Managing Work
  • Adaptability
  • Quality Orientation

—————————————————————————————

Please contact the Nedbank Recruiting Team at +27 860 555 566

 

If you can’t find the job you’re looking for, activate job alerts to be one of the first to know when new positions open up.

Leave a Reply

Your email address will not be published. Required fields are marked *