Service Champion

Description

• To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained

Duties

• 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

Requisites

• Essential Qualifications - NQF Level:
• Matric / Grade 12 / National Senior Certificate
• Preferred Qualification:
• Certificate: Call Centre
• Preferred Certifications:
• Preferably a Finance related Degree or Diploma
• Minimum Experience Level:
• Must have 2-3 years' experience in a client facing retail sales environment
• Must have experience working as a Service Champion
• 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

Notes

• Only shortlisted applicants will be contacted
• Preference will be given to candidates from the underrepresented groups