Client Services Consultant

Job Purpose

To maximize client satisfaction for Nedbank clients and guarantee the development and maintenance of long-term partnerships by offering competent and effective phone services.

Job Responsibilities

• Follow the work plan and stick to the daily schedule to make sure that the goals are reached.
• Observe Nedbank’s policies and principles, which include being truthful, trustworthy, accountable, respectful, and willing to go above and beyond when taking calls and interacting with both internal and external parties.
• Log every unanswered question on the system and escalate it to management.
• In accordance with service level agreements, respond to 90% of calls in 60 seconds or less (90/60) (SLA) Reach the monthly lead generation goals by making products available to customers.
• Be alert and ensure that all calls are accurately logged to avoid potential losses for the company.
• Participate in Nedbank Culture Building activities (e.g., staff surveys, etc.) to help create a culture that supports the attainment of shift goals.
• Take part in and lend support to CSR activities to help important company ideas come to fruition.
• Find and suggest ways to improve systems, procedures, and policies. Assist in putting new systems, procedures, and policies into place.
• By reading pertinent publications, visiting websites, and attending sessions, you can stay up to date on laws and other industry changes that affect your work.
• By reading, comprehending, and signing the revised manuals each time they are handed out, you may stay current with risk guidelines.
• Recognize and accept the Nedbank vision, and act out the values in interactions with stakeholders and the team.
• Enhance personal skills and keep current with advancements in your area of expertise by choosing your own training programs and career path based on manager input and feedback.
• Make that all learning activities are finished, experience is gained, and certificates are earned and/or maintained within the allotted time limits to promote personal development and enable effectiveness in carrying out duties and responsibilities.
• Make sure that information is accurately shared with stakeholders by keeping team members informed.
• By restating the client’s main concerns, you can better understand the nature of their inquiry.
• Provide management and the back office with ongoing input, and make sure that all stakeholders are informed by communicating the information that each stakeholder need.

Essential Qualifications – NQF Level

Technical / Professional Knowledge

Behavioural Competencies