Service Centre Agent

Service Centre Agent

Reference Number	136860
Job Family	SALES AND SERVICES
Career Stream	CALL CENTRE (Service)
Leadership Pipeline	Manage Self: Technical
Location	Johannesburg, ZA

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Objective of the Position

To deliver professional and efficient call services that enhance the customer experience for Nedbank clients and foster the establishment and maintenance of ongoing relationships.

Employment Duties

• Comply with the daily schedule to guarantee that objectives are achieved by adhering to the work plan.
• Adhere to Nedbank’s processes and principles, including honesty, integrity, accountability, respect, and exceeding boundaries in both call handling and interactions with internal and external stakeholders.
• Submit all outstanding inquiries to management by documenting the case in the system.
• Respond to 90% of all calls within 60 seconds, in accordance with Service Level Agreements (SLA). Establish monthly lead targets by providing products to clients.
• Mitigate potential business losses by maintaining vigilance and ensuring accurate logging of all calls.
• Engage in initiatives that foster a culture supportive of transformation objectives by participating in Nedbank’s culture-building activities (e.g., employee surveys, etc.).
• Engage in and endorse corporate social responsibility initiatives to attain essential business goals.
• Identify and propose opportunities to improve processes, systems, and policies, and facilitate the implementation of new processes, policies, and systems.
• Stay informed about legislation and industry developments affecting the role by reading pertinent newsletters, websites, and attending relevant workshops.
• Stay informed about risk standards by reading, comprehending, and completing the revised manuals upon receipt, and consenting to the terms.
• Comprehend and adopt the Nedbank vision while exemplifying the principles in interactions with team members and stakeholders.
• Enhance personal competencies and remain informed about advancements in one’s area of expertise by discovering training opportunities and career advancement through input and feedback from supervisors.
• Facilitate personal development and enhance performance efficacy by completing all learning activities, acquiring practical experience, and obtaining and/or maintaining certifications within designated time frames. Ensure accurate information dissemination to stakeholders by fostering knowledge sharing within the team.
• Comprehend the essence of the client’s inquiry by restating the principal points articulated by the client.
• Provide ongoing feedback to management and the back office, ensuring that stakeholders are informed through the conveyance of necessary information.

Job Responsibilities

• Essential Qualifications – NQF Level: Matric / Grade 12 / National Senior Certificate.
• Preferred Qualification: Certificate in Call Centre.

Technical / Professional Expertise

• Administrative protocols and frameworks
• Applicable regulatory expertise
• Knowledge of pertinent software and systems
• Proficient business writing abilities Comprehensive banking acumen
• Banking protocols
• Operational Knowledge Specific to Clusters Business Principles
• Terminology and definitions in business
• Governance, Risk Management, and Controls

Behavioral Competencies

• Establishing Customer Loyalty
• Communication
• Technical and Professional Expertise
• Work Management
• Adaptability
• Commitment to Quality

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