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Call Centre Agent | Nedbank

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

Duties and 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.

– 1 to 2 years Contact Centre experience.
– Matric / Grade 12 / National Senior Certificate
– Certificate: Call Centre

– Working with a group and individually to identify alternative solutions to a problem
– Checking accuracy of reports and rec
– Building and maintaining effective relationships with diverse internal and external stakeholders
– Sharing information in different ways to increase internal stakeholders understanding
– Managing customer expectations
– Comparing two or more sets of information
– Interacting with diverse people
– Interacting with external clients
– Working in a fast-paced and changing environment
– Working in a team

Technical / Professional Knowledge
– 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

Location: Durban, KwaZulu-Natal

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