Job Purpose<\/p>\n
\tTo provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.<\/p>\n
Job Responsibilities<\/p>\n
\tAdhere to the daily schedule to ensure that targets are met by following the work plan.
\n\tFollow 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.
\n\tEscalate all unresolved queries to management by logging the case on the system.
\n\tAnswer 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.
\n\tPrevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
\n\tContribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
\n\tParticipate and support corporate social responsibility initiatives for the achievement of key business strategies.
\n\tIdentify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
\n\tKeep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
\n\tKeep 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.
\n\tUnderstand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
\n\tImprove 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.
\n\tEnsure 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.
\n\tEnsure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
\n\tUnderstand the nature of the client’s query by reiterating the key points raised by the client.
\n\tGive continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.<\/p>\n
Minimum Experience Level<\/p>\n
\t2 years or more contact centre experience.
\n\tMust have insurance experience.<\/p>\n
Essential Qualifications – NQF Level<\/p>\n
\tMatric \/ Grade 12 \/ National Senior Certificate<\/p>\n
Essential Qualification<\/p>\n
\tCertificate: Regulatory Examination \/ RE 5<\/p>\n
Technical \/ Professional Knowledge<\/p>\n
\tAdministrative procedures and systems
\n\tRelevant regulatory knowledge
\n\tRelevant software and systems knowledge
\n\tBusiness writing skills
\n\tBanking knowledge
\n\tBanking procedures
\n\tCluster Specific Operational Knowledge
\n\tBusiness principles
\n\tBusiness terms and definitions
\n\tGovernance, Risk and Controls<\/p>\n
Behavioural Competencies<\/p>\n
\tBuilding Customer Loyalty
\n\tCommunication
\n\tTechnical\/Professional Knowledge and Skills
\n\tManaging Work
\n\tAdaptability
\n\tQuality Orientation<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.nedbank.co.za ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Nedbank","_company_website":"http:\/\/www.nedbank.co.za","_company_tagline":"Nedbank Group Limited is a bank holding company that operates as one of the four largest banking groups in South Africa. The company's shares have been listed on the JSE Limited since 1969. The group offers a wide range of wholesale and retail banking services through four main business clusters, na... read moremely Nedbank Corporate and Investment Banking, Nedbank Retail and Business Banking and Nedbank Wealth. Nedbank Group focuses on southern Africa, with the group positioned to be a bank for all - both from a retail and wholesale banking perspective. The principal services offered by the group comprise business, corporate and retail banking, property finance, investment banking, private banking, foreign exchange and securities trading. Nedbank Group also generates income from private equity, credit card issuing and processing services, custodial services, unit trust administration, asset management services and bancassurance. Nedbank Sandton (Nelson Mandela Square) Cnr Rivonia Rd & 5th St, Shop Bc35, Sandton City Shopping Centre","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-21558","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/21558","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=21558"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=21558"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=21558"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}