Client Services Consultant

3 days ago

Durban, South Africa Nedbank Full time

**Location**
- Durban (On-Site)- Job Family- SALES AND SERVICES- 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 auto-generated 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 follow-ups.
- Communicate claim outcome and provide feedback on claim assessment reports.
- Facilitate policy endorsements and cancellations.
- Educate clients on multiple channels available for self-service.
- 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.
- Minimum Experience Level- 3 years motor insurance and personal lines experience.- 3 years' call centre experience.- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Essential Certifications- RE 5 Certificate- 120 FAIS Credits**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 +27 860 555 566_

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