NedBank: Service Centre 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
- 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 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 clients.
- Prevent losses that may occur in the business by being vigilant and ensuring 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 the implementation of new processes, policies, and systems.
- Keep abreast of legislation and other industry changes that impact the role by reading relevant newsletters, websites, and attending sessions.
- Stay updated 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 members and stakeholders.
- Improve personal capability and stay informed about developments in the field of expertise by identifying training courses and career progression opportunities through input and feedback from managers.
- Ensure personal growth and enable effectiveness in the performance of roles and responsibilities by completing all learning activities, practicing experience, and obtaining and/or maintaining certifications within specified time frames.
- Ensure information is provided correctly to stakeholders by maintaining knowledge and sharing it with the team.
- Understand the nature of the client’s query by reiterating the key points raised by the client.
- Provide continuous feedback to management and the back office, ensuring that stakeholders are updated through communication of necessary information.
Requirements:
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification:
- Certificate: Call Centre
Minimum Experience Level:
- 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.
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