Client Services Consultant

4 weeks ago


Durban, KwaZulu-Natal, South Africa Nedbank Full time
Job Classification

Requisition - 135668

Cluster - Nedbank Wealth Cluster, Nedbank Insurance Division

Job Family

SALES AND SERVICES

Career Stream

CALL CENTRE (Service)

Leadership Pipeline

Manage 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.
Key Responsibilities
  • 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.
Essential Qualifications
  • Matric / Grade 12 / National Senior Certificate
Preferred Qualification

Certificate: Call Centre

Essential Certifications

RE 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
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
Description

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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