Job Title: Service Centre Agent (Pipeline)
Location: Sandton
Requisition Number: 138818
Recruiter: Lebohang Monate
Closing Date: 18 April 2025
Job Family: Sales and Services
Career Stream: Call Centre (Service)
Leadership Pipeline: Manage Self: Technical
Purpose of the Role
To deliver professional, efficient call centre services that enhance the overall client experience and support long-term client relationships with Nedbank.
Key Responsibilities
- Follow daily work plans and schedules to meet performance targets.
- Adhere to Nedbank’s core values—honesty, integrity, accountability, respect, and striving beyond limits—when interacting with clients and colleagues.
- Log and escalate unresolved client queries using the appropriate systems.
- Meet service level targets by answering 90% of calls within 60 seconds (90/60 SLA).
- Identify sales opportunities and generate leads by promoting suitable products to clients.
- Prevent potential business losses by ensuring all calls are accurately logged and processed.
- Actively contribute to a culture that supports transformation by participating in Nedbank’s culture initiatives (e.g., staff surveys).
- Support corporate social responsibility efforts that align with business goals.
- Recommend improvements to processes, systems, and policies, and assist in implementing them.
- Stay informed about relevant legislation and industry changes through reading materials, attending sessions, and self-directed learning.
- Stay compliant with risk management practices by reviewing and acknowledging updates to manuals and procedures.
- Align with Nedbank’s vision and values in all internal and external interactions.
- Take charge of your personal development by identifying learning opportunities and engaging in relevant training and certification activities.
- Share relevant information and updates with your team to promote knowledge exchange.
- Ensure clear understanding of client queries by actively listening and summarizing key points raised.
- Keep management and stakeholders informed through timely and accurate feedback and communication.
Qualifications and Experience
Minimum Qualification:
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification:
- Certificate in Call Centre Operations
Experience Required:
- 6 to 12 months of experience in a call centre environment
- A post-matric qualification or certificate in a relevant field is an added advantage
Technical & Professional Knowledge
- Call centre systems and processes
- Banking products and procedures
- Relevant software applications
- Administrative and operational procedures
- Regulatory and compliance knowledge
- Business communication and writing skills
- Risk, governance, and control principles
Behavioural Competencies
- Customer Focus & Loyalty
- Effective Communication
- Time Management
- Attention to Quality
- Adaptability
- Technical/Professional Proficiency
For more information, please contact the Nedbank Recruiting Team at +27 860 555 566.
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