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<h1><strong><span >Client Services Consultant</span></strong></h1>
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<div class="Job-layout-heading"><strong>Details</strong></div>
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<p><strong><span class="joblayouttoken-label">Location: </span></strong></p>
<p id="job-location" ><strong><span class="jobGeoLocation">Durban, ZA</span></strong></p>
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<div class="col-xs-12 fontalign-left"><strong><span class="joblayouttoken-label">Date: </span><span >20 Dec 2024</span></strong></div>
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<div class="col-xs-12 fontalign-left"><strong><span class="joblayouttoken-label">Reference: </span><span >136622</span></strong></div>
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<h2><strong>Job Classification</strong></h2>
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<p><strong>Requisition &#8211; 136622 -Sabelo Phiri</strong></p>
<p><strong>Cluster- Nedbank Wealth Cluster &#8211; Nedbank Insurance Division &#8211; Contact Centre</strong></p>
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<p><strong>Please Note: Preference will be given to applicants from Underrepresented Groups</strong></p>
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<h2><strong>Job Family</strong></h2>
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<p><strong>SALES AND SERVICES</strong></p>
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<h2><strong>Career Stream</strong></h2>
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<p><strong>CALL CENTRE (Service)</strong></p>
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<h2><strong>Leadership Pipeline</strong></h2>
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<p><strong>Manage Self: Technical</strong></p>
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<h2><strong>FAIS Affected</strong></h2>
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<h2><strong>Job Purpose</strong></h2>
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<div><strong>To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.</strong></div>
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<h2><strong>Job Responsibilities</strong></h2>
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<li><strong>Adhere to the daily schedule to ensure that targets are met by following the work plan.</strong></li>
<li><strong>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.</strong></li>
<li><strong>Escalate all unresolved queries to management by logging the case on the system.</strong></li>
<li><strong>Answer 80% of all calls within 20 seconds (80/20) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.</strong></li>
<li><strong>Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.</strong></li>
<li><strong>Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).</strong></li>
<li><strong>Participate and support corporate social responsibility initiatives for the achievement of key business strategies.</strong></li>
<li><strong>Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.</strong></li>
<li><strong>Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.</strong></li>
<li><strong>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.</strong></li>
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<li><strong>Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.</strong></li>
<li><strong>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.</strong></li>
<li><strong>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.</strong></li>
<li><strong>Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.</strong></li>
<li><strong>Understand the nature of the client&#8217;s query by reiterating the key points raised by the client.</strong></li>
<li><strong>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.</strong></li>
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<h2><strong>Essential Qualifications &#8211; NQF Level</strong></h2>
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<li><strong>Matric / Grade 12 / National Senior Certificate</strong></li>
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<h2><strong>Preferred Qualification</strong></h2>
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<p><strong>FAIS accredited qualification is essential</strong></p>
<p><strong>FAIS Regulatory exam 5</strong></p>
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<h2><strong>Minimum Experience Level</strong></h2>
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<p><strong>Call Centre experience within an Insurance environment</strong></p>
<p><strong>Experience in either long- or short-term insurance industry is essential</strong></p>
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<h2><strong>Technical / Professional Knowledge</strong></h2>
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<li><strong>Administrative procedures and systems</strong></li>
<li><strong>Relevant regulatory knowledge</strong></li>
<li><strong>Relevant software and systems knowledge</strong></li>
<li><strong>Business writing skills</strong></li>
<li><strong>Banking knowledge</strong></li>
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<li><strong>Cluster Specific Operational Knowledge</strong></li>
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<li><strong>Governance, Risk and Controls</strong></li>
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<h2><strong>Behavioural Competencies</strong></h2>
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<li><strong>Building Customer Loyalty</strong></li>
<li><strong>Communication</strong></li>
<li><strong>Technical/Professional Knowledge and Skills</strong></li>
<li><strong>Managing Work</strong></li>
<li><strong>Adaptability</strong></li>
<li><strong>Quality Orientation</strong></li>
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<p> ;</p>
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<p><strong><img alt="" height="228" src="https://rmkcdn.successfactors.com/dd82a348/61ad7a3f-eb85-4980-a04c-e.jpg" width="245" /></strong></p>
<p><strong>&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;</strong></p>
<p><strong><em>Please contact the Nedbank Recruiting Team at +27 860 555 566 </em></strong></p>
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<p><strong>If you can&#8217;t find the job you&#8217;re looking for, activate job alerts to be one of the first to know when new positions open up.</strong></p>
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