Client Services Consultant

2 weeks ago


Durban, KwaZulu-Natal, South Africa Nedbank Full time
Requisition-
Client Service Consultant: 124347
Location

  • Durban
  • Career Stream
  • Call Centre (Service)
  • FAIS Affected
  • FAIS Affected
  • Yes
    Job Purpose
  • To provide professional and efficient call services in order to optimise client experience for Nedbank Short Term and Long Term clients and ensure continued relationships are maintained
  • Short Term insurance products:
Home Owner's Cover, Personal Lines, Home Content, Vehicle Value Added Products, Motor Insurance, All Risk Products

  • Long Term insurance products:
Nedbank Funeral Plans, Bond Ability, Growth Plans, Credit and Income Protection, Retrenchment and Disability

Responsibilities:

  • Adhere to the daily schedule to ensure that targets are met by following the work plan.
  • Ask autogenerated questions to determine risk profile.
  • Assist clients with servicing queries of both Long Term and Short Term Insurance; inbound and outbound (telephonically) and multimedia.
  • Escalate unresolved queries to management or relevant stakeholders.
  • Initiate claim registrations and facilitate claim followups.
  • Communicate claim outcome and provide feedback on claim assessment reports.
  • Facilitate policy endorsements and cancellations.
  • Educate clients on multiple channels available for selfservice.
  • Answer 80% of all calls within 60 seconds (80/20) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering.
  • Generate leads to increase revenue and grow client base.
  • Log incidents to resolve technical issues.
  • 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.
- 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.


Essential Qualifications
  • NQF Level
  • Matric / Grade 12 / National Senior Certificate


Essential Certifications
  • RE 5 Certificate 120 FAIS Credits
  • Minimum Experience Level 3 years' motor insurance and personal lines experience. 3 years' call centre experience.
    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


Behavioural Competencies
  • Building Customer Loyalty
  • Communication
  • Technical/Professional Knowledge and Skills
  • Managing Work
  • Adaptability
  • Quality Orientation
- **_Please contact the Nedbank Recruiting Team at _

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