Omni Channel Servicing Consultant 1 1

<p><img id="Picture_x0020_1" src="https://rmkcdn.successfactors.com/dd82a348/461743ac-ca78-42fa-8634-a.png" style="height:255.0px;width:600.0px"></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Omni Channel Servicing Consultant</b></H2> </div><div><p>Location: Nedbank Park Square, 9 Park Avenue, Umhlanga Rocks, Durban North.</p> <p>Location: Nedbank 135 Rivonia Road, Sandown, Sandton, Johannesburg.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Career Stream</b></H2> </div><div><p>Nedbank Insurance (Call Centre)</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Leadership Pipeline</b></H2> </div><div><p>Manage Self: Technical</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>FAIS Affected</b></H2> </div><div><div>FAIS Affected - Yes</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Purpose</b></H2> </div><div>To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.</div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><ul> <li>Adhere to the daily schedule to ensure that targets are met by following the work plan.</li> <li>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.</li> <li>Escalate all unresolved queries to management by logging the case on the system.</li> <li>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.</li> <li>Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.</li> <li>Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).</li> <li>Participate and support corporate social responsibility initiatives for the achievement of key business strategies.</li> <li>Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.</li> <li>Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.</li> <li>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.</li> <li>Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.</li> <li>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.</li> <li>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.</li> <li>Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.</li> <li>Understand the nature of the client's query by reiterating the key points raised by the client.</li> <li>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.</li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Minimum Experience Level</b></H2> </div><div><p>2 years or more contact centre experience.</p> <p>Must have insurance experience.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Essential Qualifications - NQF Level</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Matric / Grade 12 / National Senior Certificate </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Essential Qualification</b></H2> </div><div><p>Certificate: Regulatory Examination / RE 5</p> <p>FAIS Certificate (120 Credits)</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Technical / Professional Knowledge</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Administrative procedures and systems </li><li>Relevant regulatory knowledge </li><li>Relevant software and systems knowledge </li><li>Business writing skills </li><li>Banking knowledge </li><li>Banking procedures </li><li>Cluster Specific Operational Knowledge </li><li>Business principles </li><li>Business terms and definitions </li><li>Governance, Risk and Controls </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Behavioural Competencies</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Building Customer Loyalty </li><li>Communication </li><li>Technical/Professional Knowledge and Skills </li><li>Managing Work </li><li>Adaptability </li><li>Quality Orientation </li></ul></div></div><p style="line-height:18.9px"><img alt="" height="228" src="https://rmkcdn.successfactors.com/dd82a348/61ad7a3f-eb85-4980-a04c-e.jpg" style="height:75.0px;width:600.0px" width="245"></p> <p style="line-height:18.9px">---------------------------------------------------------------------------------------</p> <p style="line-height:18.9px"><span style="color:#006341"><em><b>Please contact the Nedbank Recruiting Team at +27 860 555 566 </b></em></span></p>