Nedbank Client Services Consultant (Insurance ) REQ 128561 – Talent Acquisition Consultant- Lerato Sithole Location: Johannesburg Job Category Sales And Services Career Path Call Centre (Service) Leadership Progression Self-Management: Technical FAIS Impact FAIS Impact – Yes Job Objective To optimize the client experience for Nedbank clients and maintain ongoing relationships by providing professional and efficient call services. Job Duties Follow the work plan to meet targets according to the daily schedule. Demonstrate Nedbank’s values and processes, including honesty, integrity, accountability, respect, and pushing boundaries, when answering calls and interacting with internal and external contacts. Nedbank Client Services Consultant If unable to resolve a query, escalate it to management by logging the case in the system. Meet the Service Level Agreements (SLAs) by answering 90% of all calls within 60 seconds (90/60) and achieve the monthly lead targets by offering products to clients. Ensure accurate logging of all calls to prevent any potential losses to the business. Participate in Nedbank’s culture-building initiatives, such as staff surveys, to contribute to a transformation-oriented culture. Support corporate social responsibility initiatives to help achieve key business strategies. Stay updated on legislative changes and industry developments that impact your role by regularly reading relevant newsletters and websites, and attending informational sessions. Keep yourself informed on risk standards by thoroughly reading and understanding updated manuals as they are distributed, and agreeing to the terms outlined within them. Embrace and embody the vision and values of Nedbank in all interactions with your team and stakeholders. Continuously improve your skills and knowledge in your area of expertise by identifying appropriate training courses and seeking career progression opportunities with guidance and feedback from your managers. Nedbank Client Services Consultant Ensure personal growth and enhance your effectiveness in fulfilling your roles and responsibilities by completing all learning activities, practicing relevant experiences, and obtaining or maintaining certifications within specified timeframes. Share your knowledge with your team to ensure accurate and consistent information is provided to stakeholders. Gain a clear understanding of clients’ inquiries by summarizing the main points raised by them. Provide regular feedback to management and the back office, and effectively communicate necessary information to various stakeholders. 4 years of experience working in a Call Centre as a Customer Service Representative: Candidates must have previous experience in both Short-Term and Long-Term Insurance Knowledge and proficiency in technical and professional areas Familiarity with administrative procedures and systems Understanding of relevant regulations Proficiency in relevant software and systems Strong business writing skills Knowledge of banking industry Understanding of banking procedures Knowledge specific to the cluster Understanding of business principles Familiarity with business terms and definitions Knowledge of governance, risk, and controls Behavioral competencies required Ability to build customer loyalty Effective communication skills Proficiency in technical and professional knowledge and skills Ability to manage workload effectively Adaptability to changing circumstances Strong attention to detail and commitment to quality Please note that candidates from underrepresented groups will be given preference For further information, please contact the Nedbank Recruiting Team at +27 860 555 566 #J-18808-Ljbffr