Nedbank Client Services Consultant (Insurance)
REQ 128561 – Talent Acquisition Consultant- Lerato Sithole
Location: Johannesburg
Job Category
Sales And Services
Career Path
Call Centre (Service)
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Leadership Progression
Self-Management: Technical
FAIS Impact
FAIS Impact – Yes
Job Objective
To optimize the client experience for Nedbank clients and maintain ongoing relationships by providing professional and efficient call services.
Job Duties
Follow the work plan to meet targets according to the daily schedule.
Demonstrate Nedbank’s values and processes, including honesty, integrity, accountability, respect, and pushing boundaries, when answering calls and interacting with internal and external contacts.
Nedbank Client Services Consultant If unable to resolve a query, escalate it to management by logging the case in the system.
Meet the Service Level Agreements (SLAs) by answering 90% of all calls within 60 seconds (90/60) and achieve the monthly lead targets by offering products to clients.
Ensure accurate logging of all calls to prevent any potential losses to the business.
Participate in Nedbank’s culture-building initiatives, such as staff surveys, to contribute to a transformation-oriented culture.
Support corporate social responsibility initiatives to help achieve key business strategies.
Stay updated on legislative changes and industry developments that impact your role by regularly reading relevant newsletters and websites, and attending informational sessions. Keep yourself informed on risk standards by thoroughly reading and understanding updated manuals as they are distributed, and agreeing to the terms outlined within them. Embrace and embody the vision and values of Nedbank in all interactions with your team and stakeholders. Continuously improve your skills and knowledge in your area of expertise by identifying appropriate training courses and seeking career progression opportunities with guidance and feedback from your managers.
Nedbank Client Services Consultant Ensure personal growth and enhance your effectiveness in fulfilling your roles and responsibilities by completing all learning activities, practicing relevant experiences, and obtaining or maintaining certifications within specified timeframes. Share your knowledge with your team to ensure accurate and consistent information is provided to stakeholders. Gain a clear understanding of clients’ inquiries by summarizing the main points raised by them. Provide regular feedback to management and the back office, and effectively communicate necessary information to various stakeholders.
4 years of experience working in a Call Centre as a Customer Service Representative:
Candidates must have previous experience in both Short-Term and Long-Term Insurance
Knowledge and proficiency in technical and professional areas
Familiarity with administrative procedures and systems
Understanding of relevant regulations
Proficiency in relevant software and systems
Strong business writing skills
Knowledge of banking industry
Understanding of banking procedures
Knowledge specific to the cluster
Understanding of business principles
Familiarity with business terms and definitions
Knowledge of governance, risk, and controls
Behavioral competencies required
Ability to build customer loyalty
Effective communication skills
Proficiency in technical and professional knowledge and skills
Ability to manage workload effectively
Adaptability to changing circumstances
Strong attention to detail and commitment to quality
Please note that candidates from underrepresented groups will be given preference
For further information,
please contact the Nedbank Recruiting Team at +27 860 555 566
