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Requisition Details & Talent Acquisition Contact

REQ 103222: Twanette Coetser
Closing Date: 18 May 2020

Location: Newtown, Johannesburg

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


  • 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

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

Behavioural Competencies

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

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