Call Centre Agent | FNB

Purpose
▪ Telephonic communication with client base to provide accurate product information in line with standards protocols.
▪ experience and qualifications
▪ Minimum Qualification : Grade 12.
▪ Experience : 2 year’s related experience.
▪ Person must not be an unrehabilitated insolvent.

Additional requirements
▪ In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.
▪ No Referral plan is assigned to this job

Responsibilities
▪ Drive significant growth and profitability in the context of cost management.
▪ Manage costs / expenses within approved budget to achieve cost efficiencies.
▪ Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
▪ Resolve all customer queries efficiently, and within agreed timelines.
▪ Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
▪ Ensure all communications with clients are professional, resulting in compliments.
▪ Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
▪ Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
▪ Comply with governance in terms of legislative and audit requirements.
▪ Ensure efficiency of service productivity and performance in Call Centre.
▪ Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
▪ Report on required Call Centre activities and deliveries to improve business results.