Omni Channel Servicing Consultant 1 1

Omni Channel Servicing Consultant

Location: Nedbank Park Square, 9 Park Avenue, Umhlanga Rocks, Durban North.

Location: Nedbank 135 Rivonia Road, Sandown, Sandton, Johannesburg.

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Nedbank Insurance (Call Centre)

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Manage Self: Technical

FAIS Affected

FAIS Affected - Yes

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 systems.

• 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.

• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.

• Understand the nature of the client's query by reiterating the key points raised by the client.

• 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.

Minimum Experience Level

2 years or more contact centre experience.

Must have insurance experience.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Essential Qualification

Certificate: Regulatory Examination / RE 5

FAIS Certificate (120 Credits)

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

• Communication

• Technical/Professional Knowledge and Skills

• Managing Work

• Adaptability

• Quality Orientation

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