Client Services Associate

2 weeks ago


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

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.
Requirements
  • 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
Technical and 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


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