Call Centre Agent
Location: Johannesburg, ZA
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
Job Purpose
As a Call Centre Relationship Consultant, your fundamental goal is to deliver professional, courteous, and efficient telephonic services tailored to Nedbank’s clients. You enhance the overall client experience by cultivating and maintaining strong, long-lasting relationships. Operating with Nedbank’s core values—integrity, accountability, respect, honesty, and innovation—you support both client satisfaction and business retention.
Key Responsibilities Overview
1. Welcome & Onboarding
- Welcome Calls: Initiate proactive, friendly introductory calls to newly onboarded MFC (Managed Financial Care) clients.
- Verification: Confirm client details accurately, ensuring that marketing permissions and GDPR-related consents are properly recorded and up to date.
2. Call Handling & Service SLAs
- Service Standards: Adhere to Service Level Agreements—answer 90% of inbound calls within 60 seconds (the 90/60 benchmark).
- Client Engagement: Listen actively, restate client concerns to ensure understanding, and respond clearly, respectfully, and professionally.
- Escalation Protocol: Log any issues requiring further review and escalate via Nedbank’s internal systems and to the appropriate manager or back-office team.
3. Sales & Upsell Initiatives
- Lead Conversion: Identify and generate potential leads each month by offering clients additional Nedbank products or services that align with their needs.
- Balance Sales with Service: Seamlessly integrate sales initiatives with servicing, ensuring that clients feel understood, supported, and not pressured.
4. Risk Mitigation & Accuracy
- Error Prevention: Maintain vigilance in call logging, data entry, and system updates to minimize financial risk and the potential for loss.
- Regulatory Compliance: Stay current with relevant financial legislation, industry regulations, and internal governance protocols.
5. Operational Excellence & Continuous Improvement
- Process Enhancement: Provide regular input and feedback on opportunities to improve workflows, scripts, policy, or system designs.
- Knowledge Sharing: Ensure consistent, accurate sharing of procedural knowledge—both with peers and through documentation.
6. Brand Values & Culture
- Living the Values: Demonstrate Nedbank’s vision and values—honesty, integrity, accountability, respect, innovation—in every client interaction and internal engagement.
- Transformation & CSR: Engage in internal surveys, workshops, and Nedbank Cultural initiatives aimed at transformation targets and corporate social responsibility efforts.
7. Professional Development & Career Growth
- Personal Growth: Utilize regular manager feedback to identify training and development opportunities—both technical and behavioral—to support long‑term career progression.
- Capability Building: Take ownership of your own skill enhancement, through participation in formal training, self-study, or peer-led workshops.
8. Stakeholder Communication
- Internal Coordination: Provide timely, clear, and constructive feedback across operations, management, and relevant stakeholders regarding client trends, policy challenges, and system updates.
- External Reporting: Maintain professional and regular updates to clients when relevant information arises, maintaining confidence and transparency.
Person Specification
1. Essential Qualifications & Certifications
- National Senior Certificate (Matric/Grade 12).
- Call Centre Certificate (preferred but not required).
2. Experience & Technical Knowledge
- Experience working in high-volume call centre environments, preferably within financial services or banking.
- Strong grasp of administrative best practices, basic banking procedures, standard software systems, and regulatory frameworks.
3. Core Skills & Competencies
- Communication & Service Excellence: Exceptional verbal and written communication, capable of building customer loyalty and resolving issues with empathy and clarity.
- Technical Acumen: Proficiency with CRM systems, call‑logging software, and general office applications.
- Quality & Detail Orientation: Precision in data capture, compliance focus, and accuracy in all call‑related activities.
- Adaptability & Accountability: Flexibility in dynamic work environments, with an ability to adjust schedules and priorities swiftly.
- Sales & Business Awareness: Confident in identifying and leveraging opportunities to offer banking solutions to clients.
- Behavioural Traits: Strong work ethic, collaborative mindset, problem-solving ability, and resilience under pressure.
What We’re Looking For
- Customer-Centric Mindset
– A genuine focus on building trust, retaining clients, and ensuring exceptional experiences on every call. - High Operational Discipline
– A results-driven approach, with structured prioritization of tasks and unwavering consistency in following procedures and scripts. - Collaborative Spirit
– A willingness to participate actively in team-based initiatives, including projects aimed at culture, transformation, CSR, and business improvement. - Initiative & Innovation
– A proactive contributor with ideas to optimize processes, improve client touchpoints, and enhance overall service delivery efficiency. - Development-Oriented Attitude
– Someone committed to ongoing growth—taking training seriously, seeking out upskilling opportunities, and engaging with feedback.
Success Measures & KPIs
- Service Rate: Achieve and sustain the 90/60 SLA standard—answering 90% of calls within 60 seconds.
- Client Onboarding: Complete all necessary Welcome Calls accurately, capturing required consents.
- Lead Generation: Meet or exceed monthly lead targets set by the Contact Centre Supervisor.
- Call Quality & Compliance: Maintain 100% accuracy in data logging, escalations, and audit checklists.
- Continuous Feedback: Provide at least one constructive operational/process improvement suggestion quarterly.
- Professional Growth: Engage with at least one training or personal development activity per quarter.
Why Join Nedbank?
- Purpose‑Driven Culture: Join an environment that values integrity, respect, and developing long‑lasting relationships with clients.
- Career Progression: Clear pathways to Team Leader, Quality Assurance, or back‑office specialist roles.
- Learning Culture: Regular access to workshops, e‑learning, career coaching, and peer mentoring.
- Social Impact: Active involvement in Nedbank’s CSR initiatives—teaming up to make a difference in our communities.
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