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


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.
Job Responsibilities Continue

People Specification
Essential Qualifications – NQF Level
Matric / Grade 12 / National Senior Certificate
Preferred Qualification
Certificate: Call Centre
Essential Certifications
Preferred Certifications
Short-term Insurance
RE5 Qualification

Minimum Experience Level
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
Technical/Professional Knowledge and Skills
Managing Work
Quality Orientation

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