Nedbank – Call Agent 267 views0 applications

Nedbank – Call Agent

Closing date: 29 February 2019Image result for nedbank call agent

Location: Cape Town

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 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.
  • Keep abreast of legislation and other industry changes those 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.
  • 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

Minimum Experience Level

  • Preference will be given to minimum 12 months Customer Service experience in a Call Centre Environment

Essential Qualifications – NQF Level

  • Matric / Grade 12 / National Senior Certificate

Preferred Qualification

  • Certificate: Call Centre

Type of Exposure

  • Working with a group and individually to identify alternative solutions to a problem
  • Capturing data
  • Completing various administrative and secretarial duties (e.g.; answering phones; making copies; filing)
  • Checking accuracy of reports and rec
  • Communicating internally
  • Managing conflict situations
  • 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 

  • Microsoft Office
  • Administrative procedures and systems
  • Relevant regulatory knowledge
  • Relevant software and systems knowledge
  • Business writing skills
  • Banking knowledge
  • Banking procedures
  • Cluster Specific Operational Knowledge

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