NedBank is looking to hire a Client Services Consultant to provide professional and efficient call services to optimize the client experience for clients and ensure continued relationships are created and maintained.

Client Services Consultant Position Overview

  • Position: Client Services Consultant
  • Location: Durban, ZA (Kwa-Zulu Natal and Johannesburg)
  • Reference: 134438
  • Cluster: Nedbank Wealth Cluster – Nedbank Insurance – Contact Centre (Sales and Service)
  • Requisition: 134438 – Melissa Cloete
  • Location: Kwa-Zulu Natal and Johannesburg
  • Closing Date: 28 June 2024

Minimum Requirements

  • Matric / Grade 12 / National Senior Certificate
  • Certificate: Call Centre
  • RE Representative qualification
  • Minimum of 1 year within an Insurance Contact Centre environment
  • Preference: Preference will be given to applicants from underrepresented groups

Client Services Consultant Job Responsibilities

  • Adhere to the daily schedule to ensure 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 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).
  • 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 systems.
  • Keep abreast of legislation and other industry changes that impact the role by reading relevant newsletters, websites, and attending sessions.
  • Stay 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 for self through input and feedback from managers.
  • Ensure personal growth and enable effectiveness in the performance of roles and responsibilities by completing all learning activities, practicing experience, and obtaining/maintaining certifications within specified time frames.
  • Ensure information is provided correctly to stakeholders by maintaining knowledge sharing 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 stakeholders are updated through communication of information required by the different stakeholders.

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

Skills and Competencies

  • Building Customer Loyalty
  • Communication
  • Technical/Professional Knowledge and Skills
  • Managing Work
  • Adaptability
  • Quality Orientation

Application Process

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This Client Services Consultant role at Nedbank offers a fantastic opportunity to provide professional call services and optimize the client experience. With a strong focus on following Nedbank’s values and achieving transformation goals, this role is perfect for individuals dedicated to building customer loyalty and excelling in a fast-paced environment. Apply by 28 June 2024 to join a team committed to excellence and client satisfaction.

For more information, please contact the Nedbank Recruiting Team at +27 860 555 566.