Apply Nedbank vacancies: Client Services Consultant 2024
Nedbank vacancies: Client Services Consultant Are you passionate about providing exceptional customer service and building lasting client relationships? Nedbank is looking for a dedicated and professional Client Services Consultant to join our dynamic team. This position is based in Durban, Kwa-Zulu Natal and Johannesburg. If you are committed to excellence and thrive in a fast-paced environment, we want to hear from you!
- Job Title: Client Services Consultant
- Job Classification: Requisition – 134438 – Melissa Cloete
- Closing Date: 28 June 2024
- Location: Kwa-Zulu Natal and Johannesburg
- Preference: Preference will be given to applicants from Underrepresented Groups
- Cluster: Nedbank Wealth Cluster – Nedbank Insurance – Contact Centre (Sales and Service)
- Career Stream: Call Centre (Service)
- Leadership Pipeline: Manage Self: Technical
- FAIS Affected: Yes
Job Purpose
The primary goal of this role is to provide professional and efficient call services to optimize the client experience for Nedbank clients, ensuring continued relationships are created and maintained.
Job Responsibilities
- Adhere to the daily schedule to ensure targets are met by following the work plan.
- Follow Nedbank processes and values, including honesty, integrity, accountability, respect, and pushing beyond boundaries when answering calls and 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 clients.
- Prevent losses that may occur in the business by being vigilant and ensuring 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).
- 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 the implementation of new processes, policies, and systems.
- Keep abreast of legislation and other industry changes that impact the role by reading relevant newsletters, websites, and attending sessions.
- Keep up to date with risk standards by reading, understanding, and completing updated manuals, 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 the field of expertise by identifying training courses and career progression opportunities through input and feedback from managers.
- Ensure personal growth and enable effectiveness in performing roles and responsibilities by completing all learning activities, practicing experience, and obtaining and/or maintaining certifications within specified time frames.
- Ensure information is provided correctly to stakeholders by maintaining and sharing knowledge with the team.
- Understand the nature of the client’s query by reiterating the key points raised by the client.
- Provide continuous feedback to management and the back office and ensure that stakeholders are updated through communication of information required by different stakeholders.
People Specification
Essential Qualifications – NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
- Certificate: Call Centre
- RE Representative qualification
Minimum Experience Level
- Minimum of 1 year within an Insurance Contact Centre environment
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?
If you meet the qualifications and are excited about this opportunity, submit your application by 28 June 2024. Join Nedbank and become part of a team that values customer service, integrity, and continuous improvement.