Position
Call Agent
Details
Location:
Johannesburg, ZA
Date: 31-May-2022
Reference:
Requisition Number and Contact Details
REQ # 117996
Talent Acquisition Consultant – Ezekiel Dube
Location – Sandton
Closing Date – 1 June 2022
Job Family
Credit
Career Stream
Credit Collections
Leadership Pipeline
Manage Self: Operational
Job Purpose
To maintain the flow of card transactions by authorising transactions, granting extra credit, resolving queries and preventing fraud in line with Nedbank Strategy.
Job Responsibilities
- Meet Service Level Agreement (SLA) requirements by conducting activities within agreed timelines and parameters.
- Minimise financial risk by making credit decisions according to mandate.
- Minimise operational costs by avoiding unnecessary expenditure.
- Satisfy internal and external clients by responding to and actioning queries within agreed SLA.
- Meet Nedbank internal and external client service standards by communicating with stakeholders accordingly.
- Enable team to meet objectives by supporting, engaging and connecting with others on team.
- Minimise financial risk by authorising transactions according to mandate or following required process.
- Meet business objectives by conducting administrative duties according to policy and procedure.
- Mitigate risk through identifying and preventing early fraud by following process.
- Ensure compliance by adhering to all internal and external regulations and policies.
- Highlight problems by identifying and reporting system issues.
- Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
- Understand and embrace the Nedbank Vision and Values by demonstrating the values through interaction with team and stakeholders.
- Ensure that own contribution and participation contributes to the achievement of team goals.
- Create and manage own career through guidance and support of management, department and colleagues.
- 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 knowledge management, continuity and team success through constructive participation in a diverse team and sharing knowledge with team.
- 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 business strategy.
- Add value to Nedbank by identifying opportunities to improve or enhance processes through identifying and recommending improvements and supporting implementation of tools, policies and procedures.
Minimum Experience Level
- Minimum of 2 year call centre experience
- Brach Networks ( Customer service)
- Willing to work Night Shift work
- Willing to work Weekends and Public holidays
- Have your own transport
- Good communication skills
- Teamwork
- Computer literate
Essential Qualifications – NQF Level
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification
Certificate: Call Centre
Preferred Certifications
Call Centre Qualifications
Technical / Professional Knowledge
- Administrative procedures and systems
- Consumer behaviour
- Data analysis
- Nedbank policies and procedures
- Nedbank vision and strategy
- Relevant regulatory knowledge
- Nedbank culture
- Oral and written communication techniques
- Relevant Nedbank Human Resources policies and practices
- General Communication Skills
Behavioural Competencies
- Building Customer Loyalty
- Communication
- Continuous Learning
- Collaborating
- Decision Making
- Energy
- Work Standards
- Managing Work
Apply Here: https://jobs.nedbank.co.za/job/Johannesburg-Call-Agent/813395301/
Nedbank