Service Centre Agent

at Job Search
Location Johannesburg, South Africa
Date Posted Jan 16, 2021
Category Banking Jobs
Job Type Full-time


      • 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 Certifications

      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

      Minimum Experience Level

      Senior Certificate / Grade 12

      6 Month work experience

      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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