Client Services Associate
2 weeks ago
We are seeking a skilled Client Services Associate to provide exceptional call centre services to our clients.
Key Responsibilities- Adhere to daily schedules to meet targets and follow work plans.
- Follow Nedbank processes and values, including honesty, integrity, accountability, respect, and pushing beyond boundaries.
- Elevate unresolved queries to management by logging cases on the system.
- Answer 80% of calls within 20 seconds, adhering to Service Level Agreements (SLAs).
- Generate lead targets and offer products to clients on a monthly basis.
- Prevent losses by being vigilant and ensuring accurate call logging.
- Contribute to a culture that fosters transformation goals through participation in Nedbank's culture-building initiatives.
- Participate in corporate social responsibility initiatives to achieve key business strategies.
- Identify opportunities to enhance processes, systems, and policies, and support their implementation.
- Stay abreast of legislation and industry changes by reading relevant newsletters, websites, and attending sessions.
- Understand and adhere to risk standards by reading, understanding, and completing updated manuals.
- Embody the Nedbank vision and demonstrate values through interactions with the team and stakeholders.
- Improve personal capability and stay current in the field of expertise by identifying training courses and career progression.
- Ensure personal growth and effectiveness in performance by completing learning activities, practicing experience, and obtaining certifications.
- Provide accurate information to stakeholders by sharing knowledge with the team.
- Matric / Grade 12 / National Senior Certificate
- Preferably FAIS accredited qualification
- Call Centre experience within an Insurance environment
- Experience in either long- or short-term insurance industry
- 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
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