FNB | Client Services Temp X2

FNB | Client Services Temp X2

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 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 in 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 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.

People Specification

Essential Qualifications – NQF Level

Preferred Qualification

Certificate: Call Centre

Essential Certifications

Preferred Certifications

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

Minimum Experience Level

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 *