Call Agent

2 weeks ago

Durban, KwaZulu-Natal, South Africa Nedbank Full time

Call Agent : 6 Months Contract

  • Nedbank Park Square
  • Umhlanga, Durban.
  • Closing Date 29 July 2023
  • Career Stream
  • Call Centre (Service)
  • Leadership Pipeline
  • Manage Self: Technical
    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.

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.
  • Minimum Experience Level 2 years or more Contact Centre experience.
  • Small Business Services experience within a Banking environment.
  • Essential Qualifications
  • NQF Level
  • Matric / Grade 12 / National Senior Certificate

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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