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
- Click on the link to apply: Apply Here
Recommended for you: Common Interview Questions and Winning Reponses
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.