Call Agent at Nedbank Park Square, Umhlanga Rocks, Durban North.
Requisition Number: 141529
Closing Date: 28 August 2025
Cluster and Location: Nedbank Contact Centre – Consumer Outbound, Park Square, Umhlanga Rocks, Durban North
Job Family: Sales and Service
Leadership Pipeline: Manage Self – Technical
FAIS Affected: Yes
Job Purpose
To deliver professional, efficient, and results-driven call centre services that enhance the client experience and build long-term relationships with Nedbank customers. This role focuses on outbound consumer sales and service, requiring strong communication, sales acumen, and strict adherence to operational and regulatory standards.
Key Responsibilities
Client Interaction and Service Delivery
- Engage with clients via outbound and inbound calls, delivering a high-quality customer experience and resolving queries efficiently.
- Achieve service-level standards by answering 90% of all calls within 60 seconds (90/60 SLA).
- Clearly understand the client’s query by actively listening and reiterating key points to ensure accuracy.
- Escalate unresolved queries to management or back-office teams, ensuring all cases are logged accurately.
- Maintain professionalism and integrity in every interaction, upholding Nedbank’s values of honesty, accountability, respect, and pushing beyond boundaries.
Sales and Lead Generation
- Meet and exceed monthly lead-generation and sales targets by promoting Nedbank’s products and services.
- Identify opportunities for cross-selling and upselling, ensuring that clients’ financial needs are addressed with appropriate solutions.
- Maintain updated product knowledge to confidently present benefits and features to clients.
Operational Excellence
- Follow work schedules and adhere to daily plans to meet performance and productivity targets.
- Prevent business losses by accurately capturing information and maintaining vigilance on all transactions.
- Maintain knowledge of Nedbank systems, processes, and operational procedures to ensure compliance and efficiency.
Compliance and Risk Management
- Stay current with all risk, governance, and compliance requirements, including FAIS regulations and internal standards.
- Read, understand, and sign off updated policies and risk manuals as required.
- Keep abreast of legislative changes and industry developments through training, newsletters, and workshops.
Team and Stakeholder Engagement
- Share information and best practices with colleagues to foster a knowledge-sharing environment.
- Provide timely feedback to management and stakeholders regarding operational challenges, client feedback, and process improvement opportunities.
- Participate in Nedbank’s cultural and social responsibility initiatives, contributing to transformation goals and community impact.
Continuous Learning and Development
- Take ownership of personal growth and skills development through courses, certifications, and mentoring.
- Maintain certifications such as RE 5 and FAIS (minimum 120 credits) where required.
- Stay informed about developments in banking technology, customer experience strategies, and industry trends.
Minimum Requirements
- Education: Matric / Grade 12 / National Senior Certificate (compulsory)
- Experience: 1–2 years’ call centre experience, with a focus on sales and service
- Clearance: Clear ITC and criminal record
- Technical Skills: Basic computer literacy and numeracy; good command of spoken and written English
Preferred:
- FAIS Certificate (minimum 120 credits)
- Regulatory Examination (RE 5)
Technical / Professional Knowledge
- Call centre processes and administrative systems
- Regulatory and compliance frameworks (FAIS, FICA)
- Banking procedures, products, and operational policies
- Relevant software and systems (CRM, telephony platforms)
- Governance, risk, and control principles
- Strong business writing and communication skills
Behavioural Competencies
- Building Customer Loyalty and Relationships
- Clear and Professional Communication
- Adaptability and Resilience in a fast-paced environment
- Results-driven and Quality-focused
- Managing Workload and Priorities
Why Join Nedbank?
Work in a supportive, high-performance team that values integrity, accountability, and excellence.
Be part of a respected financial services leader with a strong commitment to client service and innovation.
Access professional training, career progression opportunities, and exposure to advanced banking systems.
How to Apply?
Click the Button Below to Apply Online..
Join Our Whatsapp Channel
Click the Button Below to Join Online..
JOIN HERE