Call Centre Agent Learnership at Nedbank

Nedbank is seeking dedicated and customer-focused individuals to join their team as Call Centre Agents. This role offers a fantastic opportunity for individuals with a passion for service excellence and a desire to build a career within the financial services sector. As a Call Centre Agent, you will be instrumental in delivering exceptional customer experiences, resolving queries efficiently, and contributing to the overall success of the Nedbank client service division. This position requires adherence to strict service level agreements and a commitment to upholding Nedbank's core values of honesty, integrity, accountability, and respect. You will engage with clients through both inbound and outbound calls, offering products and services while ensuring all interactions are logged accurately and professionally. This role is ideal for someone who is proactive, detail-oriented, and thrives in a dynamic call centre environment. Join a company that values its employees and invests in their professional development, offering a supportive culture and opportunities for growth within the banking industry.

Key Responsibilities

• Adhere to daily schedules and work plans to meet performance targets.

• Follow Nedbank processes and values in all interactions with clients and colleagues.

• Escalate unresolved queries to management promptly by logging them on the system.

• Answer a minimum of 90% of all calls within 60 seconds, adhering to Service Level Agreements (SLAs).

• Generate monthly lead targets by offering relevant products and services to clients.

• Prevent business losses by maintaining vigilance and ensuring accurate logging of all calls.

• Contribute to transformation goals by participating in Nedbank's culture-building initiatives.

• Support corporate social responsibility initiatives aligned with key business strategies.

• Identify and recommend opportunities for process, system, and policy enhancements.

• Stay updated on relevant legislation and industry changes impacting the role.

• Maintain up-to-date knowledge of risk standards and complete updated manuals as required.

• Understand and embrace the Nedbank vision and demonstrate company values in all interactions.

• Improve personal capability and career progression through training and feedback.

• Ensure completion of all learning activities and certifications within specified timeframes.

• Share knowledge with the team to ensure accurate information is provided to stakeholders.

• Understand client queries by reiterating key points raised.

• Provide continuous feedback to management and the back office, keeping stakeholders informed.

Why Join the Company

Nedbank is a leading financial services group in Southern Africa, committed to creating a sustainable future for its clients, employees, and communities. Joining Nedbank means becoming part of a dynamic and forward-thinking organisation that values innovation, integrity, and customer-centricity. We offer a supportive work environment where your contributions are recognised and rewarded. Employees benefit from comprehensive training programmes, opportunities for career advancement, and a commitment to employee well-being. Nedbank fosters a culture of collaboration and mutual respect, encouraging employees to reach their full potential. Be part of a team that is making a real difference in the financial landscape of South Africa.

How to Apply

Interested candidates are invited to apply by contacting the Nedbank Recruiting Team at +27 860 555 566 or by using the Quick Apply button on this page.

• Successfully completed Matric / Grade 12 / National Senior Certificate a must.

• Minimum of 1 - 2 years' Call Centre experience within the Services team.

• Clear ITC and Criminal Record a must.

• Basic computer knowledge.

• Good command of English, both written and spoken.

• Basic Numerical Ability.

• Understanding of administrative procedures and systems.

• Knowledge of relevant regulatory requirements.

• Familiarity with relevant software and systems.

• Proficiency in business writing skills.

• Basic banking knowledge and understanding of banking procedures.

• Awareness of cluster-specific operational knowledge.

• Understanding of business principles and terms.

• Knowledge of governance, risk, and controls.

• Demonstrated ability in building customer loyalty.

• Strong communication skills.

• Technical/Professional Knowledge and Skills.

• Effective work management abilities.

• Adaptability to changing environments.

• High quality orientation.