Family Position SALES AND SERVICES
Occupational Path CALL CENTER (Service)
Leadership Pipeline Self-Administration: Technical
Job Purpose
To provide professional and efficient call services in order to maximize the client experience for Nedbank clients and to assure the development and maintenance of long-term relationships.
Job Responsibilities
By following the work plan and adhering to the daily schedule, objectives will be met.
Follow Nedbank’s processes and core values, such as honesty, integrity, accountability, respect, and stretching the limits, when answering calls and interacting with internal and external clients.
Register all unresolved inquiries in the system and escalate them to management.
As per Service level agreements (SLA), 90% of inquiries must be answered within 60 seconds. By presenting products to clients, meet the required monthly lead generation quotas.
Prevent potential business losses by being vigilant and ensuring that all calls are accurately logged.
Participate in Nedbank’s culture-building initiatives (e.g., staff surveys) to contribute to a transformation-friendly culture.
Participate in and support corporate social responsibility initiatives in order to attain critical business objectives.
Identify and recommend opportunities to improve processes, policies, and systems, and assist with the implementation of new processes, policies, and systems.
Read the relevant newsletters, visit the relevant websites, and attend sessions to keep apprised of legislative and other industry changes that affect your role.
Keep up to date with risk standards by reading, comprehending, and completing the updated manuals whenever they are sent to you and by accepting the terms.
Understand and appreciate the Nedbank vision and demonstrate the Nedbank values through team and stakeholder interactions.
Improve personal capability and keep apprised of developments in the field of expertise by identifying training courses and career advancement opportunities for oneself based on managers’ input and feedback.
Ensure personal growth and enable effective performance of roles and responsibilities by ensuring that all learning activities, experience, and certifications are obtained and/or maintained within specified time frames.
Ensure accurate information delivery to stakeholders by maintaining and sharing team knowledge.
Understand the nature of the client’s inquiry by reiterating the principal points raised.
Provide continuous feedback to management and the back office and ensure that stakeholders are also kept up to date by communicating the information required by each stakeholder.
Essential Qualifications:
NQF Level Matric / Grade 12 / National Senior Certificate Preferred Qualifications: Call Centre Certificate
Favorable Certifications
Minimum Level of Technical and Professional Experience Administrative procedures and systems
Relevant regulatory understanding
Relevant expertise with software and systems
Business writing expertise
Knowledge of banking procedures
Knowledge of Cluster-Specific Business Principles
Business jargon and explanations
Management, Risk, and Controls
Behavioral Capabilities
Establishing Customer Loyalty Technical/Professional Knowledge and Abilities in Communication
Managing Work Adaptability
Focus on Excellence
HOW TO APPLY:
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