Service Centre Agent

Full job description

Job Requisition and Specialist Recruiter details

REQ: 138818

Role: Service Centre Agent (Pipeline)

Area: Sandton

Specialist Recruiter: Lebohang Monate

Advert closing date: 18/04/2025

Job Family

Sales and Services

Career Stream

Call Centre (Service)

Leadership Pipeline

Manage Self: Technical

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.

Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Certificate: Call Centre

Minimum Experience Level

6 to 12 months of experience in a call centre environment

Additionally, having a post-matric qualification or a certificate in call centre operations can be advantageous

Technical / Professional Knowledge

Administrative procedures and systems

Relevant regulatory knowledge

Relevant software and systems knowledge

Business writing skills

Industries: Banking

Function: Others