Omni Channel Servicing Consultant
Location: Umhlanga Rock, Durban North, KwaZulu Natal
Location: Sandton, Johannesburg, Gauteng
Job Family
SALES AND SERVICES
Career Stream
CALL CENTRE (Service)
Leadership Pipeline
Manage Self: Technical
FAIS Affected
FAIS Affected - Yes
Job Purpose
To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.
Job Responsibilities
- Adhere to the daily schedule to ensure that targets are met by following the work plan.
- 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.
- Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering 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 or more contact centre experience.
Insurance experience
Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Certifications
RE 5 Certificate
FAIS certification
Class of Business
Preferred Qualification
Certificate: Call Centre
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
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Please contact the Nedbank Recruiting Team at +27 860 555 566