Nedbank

Requisition Details & Talent Acquisition Contact

REQ 103272: Chantell Soga
Closing Date: 18 May 2020

Location: Kingsmead, Durban

Cluster: Nedbank Retail

Career Stream: CALL CENTRE (Sales)

Leadership Pipeline:bManage Self: Technical

FAIS Affected: FAIS Affected – Yes

Position: Call Agent

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

• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and 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.
• Adhere to the daily schedule to ensure that targets are met by following the work plan.
• Escalate all unresolved queries to management by logging the case on the system.
• Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
• 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.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• 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.
• 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.
• 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.
• certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Understand the nature of the client’s query by reiterating the key points raised by the client.
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.

Minimum Experience Level

• 1 – 2 Years’ Sales experience in a target driven Call Centre Environment a must
• Minimum 1 – 2 Years’ Sales experience in a target drive environment

Qualifications

• Matric / Grade 12 / National Senior Certificate
• Must have a FAIS Complaint qualification (Min 120 Credits)
• NQF Level 5 or Higher in a Financial or Banking related field essential
• Call Centre certificate is advantageous
• Regulatory Examination 1 would be an advantage

Type of Exposure

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

Technical / Professional Knowledge

• Administrative procedures and systems
• Governance, Risk and Controls
• Business writing skills
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Relevant software and systems knowledge
• Business principles
• Business terms and definitions
• Relevant regulatory knowledge