Description

To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.

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 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 impacts on 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 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.
•  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 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 communication of information required by the different stakeholders.

Requirements

•  Matric / Grade 12 / National Senior Certificate
•  6 to 12 months of experience in a call centre environment
•  Additionally, having a post-matric qualification or a certificate in call centre operations can be advantageous

Skills & Competencies

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