Call Center Agents Banking

4 weeks ago

Johannesburg, South Africa Phakisa Holdings Full time

Job Title: Call Center Agents BankingReport to: OperationsSeniority Level: Mid-Career (2 - 4 yrs exp)Region: GautengLocation: JHB - CentralType: TempDuties and Responsibilities:To provide excellent customer service by handling inbound or outbound calls related to banking products and services. The agent will assist clients with account inquiries, product information, and issue resolution while ensuring compliance with banking policies, procedures, and regulatory requirements.Key Responsibilities:Handle inbound or outbound customer calls in a professional and courteous manner.Assist clients with Card deliveries and queries related to cards.Maintain accurate and up-to-date customer records on internal systems (CRM).Resolve customer issues efficiently and escalate complex matters when necessary.Meet daily, weekly, and monthly performance targets (quality, call handling time, conversions).Ensure compliance with FAIS, FICA, POPIA, and other regulatory standards.Maintain knowledge of current banking products, services, and systems.Work collaboratively with internal departments to enhance customer experience.Participate in training sessions and team meetings to improve service delivery.Minimum Requirements:Matric (Grade 12) essentialBanking or Financial Services experience (2-4 years) requiredExperience in both inbound and outbound call centre environmentsStrong knowledge of banking products and proceduresExcellent communication and listening skills (verbal and written)Computer literacy (MS Office, CRM systems, or banking software)Ability to work under pressure and meet performance targetsClear criminal recordClear credit recordPreferred Qualifications:NQF Level 5 qualification in Banking, Finance, or a related fieldFAIS-accredited / RE5 certified (advantageous)Key Competencies:Customer-focused and service-drivenStrong problem-solving and analytical abilityHigh attention to detail and accuracyTeam player with good interpersonal skillsTarget-oriented and self-motivatedProfessional telephone etiquette and emotional intelligence

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