Location

Durban (On-Site)

Job Family

SALES AND SERVICES

Career Stream

CALL CENTRE (Service)

FAIS Affected

FAIS Affected - Yes

Job Purpose

To provide professional and efficient call services in order to optimise client experience for Nedbank Short Term and Long Term clients and ensure continued relationships are maintained.

Short Term insurance products: Home Owner's Cover, Personal Lines, Home Content, Vehicle Value Added Products, Motor Insurance, All Risk Products.

Long Term insurance products: Nedbank Funeral Plans, Bond Ability, Growth Plans, Credit and Income Protection, Retrenchment and Disability.

Job Responsibilities

• Adhere to the daily schedule to ensure that targets are met by following the work plan.
• Ask auto-generated questions to determine risk profile.
• Assist clients with servicing queries of both Long Term and Short Term Insurance; inbound and outbound (telephonically) and multimedia.
• Escalate unresolved queries to management or relevant stakeholders.
• Initiate claim registrations and facilitate claim follow-ups.
• Communicate claim outcome and provide feedback on claim assessment reports.
• Facilitate policy endorsements and cancellations.
• Educate clients on multiple channels available for self-service.
• Answer 80% of all calls within 60 seconds (80/20) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering.
• Generate leads to increase revenue and grow client base.
• Log incidents to resolve technical issues.
• 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.
• 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

3 years motor insurance and personal lines experience.

3 years' call centre experience.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Essential Certifications

RE 5 Certificate

120 FAIS 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

---------------------------------------------------------------------------------------

Please contact the Nedbank Recruiting Team at +27 860 555 566