Authorisations Call Agent at Nedbank

Job Purpose

To maintain the flow of card transactions by authorising transactions, granting extra credit, resolving queries and preventing fraud in line with Nedbank Strategy.

Job Responsibilities

• Meet Service Level Agreement (SLA) requirements by conducting activities within agreed timelines and parameters.
• Minimise financial risk by making credit decisions according to mandate.
• Minimise operational costs by avoiding unnecessary expenditure.
• Satisfy internal and external clients by responding to and actioning queries within agreed SLA.
• Meet Nedbank internal and external client service standards by communicating with stakeholders accordingly.
• Enable team to meet objectives by supporting, engaging and connecting with others on team.
• Minimise financial risk by authorising transactions according to mandate or following required process.
• Meet business objectives by conducting administrative duties according to policy and procedure.
• Mitigate risk through identifying and preventing early fraud by following process.
• Ensure compliance by adhering to all internal and external regulations and policies.
• Highlight problems by identifying and reporting system issues.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
• Understand and embrace the Nedbank Vision and Values by demonstrating the values through interaction with team and stakeholders.
• Ensure that own contribution and participation contributes to the achievement of team goals.
• Create and manage own career through guidance and support of management, department and colleagues.
• 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 knowledge management, continuity and team success through constructive participation in a diverse team and sharing knowledge with team.
• 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 business strategy.
• Add value to Nedbank by identifying opportunities to improve or enhance processes through identifying and recommending improvements and supporting implementation of tools, policies and procedures.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Certificate: Call Centre

Preferred Certifications

• Call Centre Qualifications

Minimum Experience Level

• Matric and 2 years call center experience, shift is from 11am - 8pm weekdays and 2 Saturdays a month. 

Technical / Professional Knowledge

• Administrative procedures and systems
• Consumer behaviour
• Data analysis
• Nedbank policies and procedures
• Nedbank vision and strategy
• Relevant regulatory knowledge
• Nedbank culture
• Oral and written communication techniques
• Relevant Nedbank Human Resources policies and practices
• General Communication Skills
• Behavioural Competencies
• Building Customer Loyalty
• Communication
• Continuous Learning
• Collaborating
• Decision Making
• Energy
• Work Standards
• Managing Work