Omni-Channel Servicing Consultant at Nedbank

Nedbank is seeking an experienced Omni-Channel Servicing Consultant to join its dynamic team in Johannesburg. This role is crucial for delivering seamless and efficient client service across multiple channels, ensuring that client queries and needs are addressed promptly and effectively. The Omni-Channel Servicing Consultant will be responsible for adhering to daily schedules, meeting service level agreements, and upholding Nedbank's core values of honesty, integrity, and accountability. This position offers a challenging yet rewarding environment where you will contribute to the bank's transformation goals, enhance client loyalty, and continuously develop your professional capabilities within the financial services sector. You will play a vital role in identifying opportunities to improve processes, systems, and policies, ensuring Nedbank remains at the forefront of client service innovation.

Key Responsibilities

• Adhere strictly to the daily schedule to ensure that all service targets are met efficiently.
• Uphold Nedbank's values, including honesty, integrity, accountability, respect, and pushing beyond boundaries, in all client and internal interactions.
• Escalate all unresolved queries to management by accurately logging cases on the system for further action.
• Strive to answer 90% of all calls within 60 seconds, in line with established Service Level Agreements (SLAs).
• Generate required lead targets on a month-to-month basis by proactively offering relevant products to clients.
• Prevent potential business losses by maintaining vigilance and ensuring all calls are logged correctly and accurately.
• Contribute actively to a culture conducive to achieving transformation goals by participating in Nedbank Culture building initiatives.
• Participate in and support corporate social responsibility initiatives that align with key business strategies.
• Identify and recommend opportunities to enhance existing processes, systems, and policies, and support the implementation of new ones.
• Stay abreast of relevant legislation and industry changes by regularly reading newsletters, websites, and attending informational sessions.
• Keep up to date with risk standards by reading, understanding, and completing updated manuals and agreeing to their terms.
• Embrace and demonstrate the Nedbank vision and values through consistent interaction with team members and stakeholders.
• Improve personal capability and stay informed of developments in the field of expertise by identifying relevant training courses and career progression paths.
• Ensure personal growth and effectiveness in roles and responsibilities by completing all learning activities, practicing new skills, and obtaining/maintaining certifications within specified timeframes.
• Ensure accurate information is provided to stakeholders by maintaining and sharing knowledge effectively within the team.
• Understand the precise nature of client queries by reiterating key points raised by the client.
• Provide continuous feedback to management and the back office, ensuring stakeholders are updated with necessary information.

Why Join the Company

How to Apply

* Salary is estimated based on market research and may not be accurate.

• 2 years or more contact centre experience.
• Must have insurance experience.
• Matric / Grade 12 / National Senior Certificate.
• Certificate: Regulatory Examination / RE 5.
• FAIS Certificate (120 Credits).
• Proficiency in administrative procedures and systems.
• Knowledge of relevant regulatory frameworks.
• Familiarity with relevant software and systems.
• Strong business writing skills.
• Understanding of banking knowledge and procedures.
• Knowledge of Cluster Specific Operational Knowledge.
• Understanding of business principles, terms, and definitions.
• Awareness of Governance, Risk and Controls.
• Demonstrated behavioural competencies in Building Customer Loyalty, Communication, Technical/Professional Knowledge and Skills, Managing Work, Adaptability, and Quality Orientation.