Client Services Consultant
4 weeks ago
Requisition - 135668
Cluster - Nedbank Wealth Cluster, Nedbank Insurance Division
Job FamilySALES AND SERVICES
Career StreamCALL CENTRE (Service)
Leadership PipelineManage Self: Technical
FAIS AffectedJob Purpose- To provide professional and efficient call services to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.
- Meet daily targets by adhering to the work plan.
- Follow Nedbank processes and values, including honesty, integrity, accountability, respect, and pushing beyond boundaries when answering calls and dealing with internal and external relations.
- Escalate unresolved queries to management by logging the case on the system.
- Answer 90% of calls within 60 seconds as per Service Level Agreements (SLA).
- Generate lead targets by offering products to clients.
- Prevent losses by being vigilant and ensuring all calls are logged correctly.
- Contribute to a culture conducive to achieving transformation goals by participating in Nedbank Culture building initiatives.
- Support corporate social responsibility initiatives for key business strategies.
- Identify and recommend opportunities to enhance processes, systems, and policies, and support implementation.
- Stay up-to-date with legislation and industry changes impacting the role.
- Understand and agree to risk standards by reading, understanding, and completing updated manuals.
- Embody the Nedbank vision and demonstrate values through interaction with the team and stakeholders.
- Improve personal capability and stay abreast of developments in the field of expertise.
- Ensure personal growth and effectiveness in performance of roles and responsibilities.
- Provide information to stakeholders by maintaining knowledge sharing with the team.
- Understand client queries by reiterating key points raised by the client.
- Provide continuous feedback to management and the back office, and update stakeholders through communication of required information.
- Matric / Grade 12 / National Senior Certificate
Certificate: Call Centre
Essential CertificationsRE 5 Certificate (essential)
120 FAIS Credits (essential)
Minimum Experience Level- 3 years of Motor insurance / Personal lines / Vehicle Value added Products experience
- 1-3 years of Call Centre experience
- 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
- Building Customer Loyalty
- Communication
- Technical/Professional Knowledge and Skills
- Managing Work
- Adaptability
- Quality Orientation
Preference will be given to candidates from underrepresented groups
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Please contact the Nedbank Recruiting Team at +27 860 555 566
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