Ops support specialist

Nedbank: Call Agent Vacancy 2020

Nedbank: Call Agent Vacancy 2020

Nedbank Call Agent Vacancy 2020

Nedbank: Call Agent Vacancy 2020

Reference: 104430

Job Title: Call Agent

Leadership Pipeline: Manage Self: Technical

Career Stream: Call Centre Services

 

Purpose Of a Call Agent:

  • 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 impact the 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 the team and stakeholders.
  • Improve personal capability and stay abreast of developments in the 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 the 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:

  • 1 – 2 years Call centre experience

Essential Qualifications – NQF Level:

  • Matric / Grade 12 / National Senior Certificate

Preferred Qualification:

  • Certificate: Call Centre

Type of Exposure:

  • Working with a group and individually to identify alternative solutions to a problem
  • Checking accuracy of reports and rec
  • Building and maintaining effective relationships with diverse internal and external stakeholders
  • Sharing information in different ways to increase internal stakeholders understanding
  • Managing customer expectations
  • Comparing two or more sets of information
  • Interacting with diverse people
  • Interacting with external clients
  • Working in a fast-paced and changing environment
  • Working in a team

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

How To Apply:

Please Click Here To Apply For The Call Agent Vacancy at Nedbank

Other recent vacancies you might be interested in at Nedbank:

  1. Corporate Saver and Investment Specialist.
  2. Senior Associate.
  3. Developer (Sharepoint).
  4. Service Manager.

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