Fresh Jobs at Nedbank

Job Purpose

• To support the Relationship Manager within Nedbank Insurance brokerage space to maximize operational efficiency.
• To offer superior client services.
• To Identify and address client needs by providing a wide variety of services.
• Resolves customer problems either through direct personal action or referral to alternative resources.

Job Responsibilities

• Service the client's portfolio on a day to day basis as per the clients' instructions.
• Phoning insurance companies for quotes as per client’s requests.
• Check policy schedules and endorsements from Insurance Institutions to make sure they meet the client's needs.
• Register claims on Websure system.
• Register claims with insurers.
• External Insurance Institutions: Request policy documents and schedules for new business/ renewals/ policy amendments.
• Check technical content of the policy documents and schedules received from Insurers.
• Ensure accuracy, attach debit notes and send to clients.
• Internal Nedbank Insurance: Issue out Websure Policy schedules, documents and debit notes for new business, renewals and policy amendments to client.

FAIS Affected

• FAIS Affected - Yes

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Project Management, Marketing Certificate or Diploma, Coaching accreditation, FAIS Qualification, Regulatory Examination 1 Qualification.

Minimum Experience Level

• 3-4 years working experience as a Broker Support Agent within the Short Term Insurance space dealing with Personal and Commercial Lines within the Brokerage/Financial Services Industry

Type of Exposure

• Answering customer questions
• Sharing information in different ways to increase stakeholders understanding
• Communicating complex written information.
• Brainstorming ways of improving a product or situation.
• Challenging the status quo with a view to improving the environment or people's understanding
• Communicating standards to others.
• Coordinating and securing buy-in from internal stakeholders.
• Providing professional advice/opinion
• Using different approaches in new work situations
• Coaching others

Technical / Professional Knowledge

• Communication Strategies
• Data analysis
• Governance, Risk and Controls
• Nedbank policies and procedures
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Cluster Specific Operational Knowledge
• Credit and risk Knowledge

Behavioural Competencies

• Building Partnerships
• Earning Trust
• Energy
• Facilitating Change
• Innovation
• Work Standards
• Planning and Organizing
• Customer Focus

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Job Purpose

• To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.

Job Responsibilities

• Adhere to the daily schedule to ensure that targets are met by following the work plan.
• 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.
• Escalate all unresolved queries to management by logging the case on the system.
• Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.
• Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
• 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 key business strategies.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
• 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.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
• 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 information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Understand the nature of the client's query by reiterating the key points raised by the client.
• 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.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Certificate: Call Centre

Minimum Experience Level

• 2-3 years working experience as a Client Services Consultant within the Short Term Insurance space in the Banking/Financial Services Industry.

Type of Exposure

• Working with a group and individually to identify alternative solutions to a problem
• Checking accuracy of reports and rec
• Building and maintaining effective relationships with diverse internal and external stakeholders
• Sharing information in different ways to increase internal stakeholders understanding
• Managing customer expectations
• Comparing two or more sets of information
• Interacting with diverse people
• Interacting with external clients
• Working in a fast-paced and changing environment
• Working in a team

Technical / Professional Knowledge

• Administrative procedures and systems
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions
• Governance, Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Technical/Professional Knowledge and Skills
• Managing Work
• Adaptability
• Quality Orientation