Jobs at Nedbank

Job Purpose:

To evaluate the quality of calls made by call centre agents in line with Nedbank policy.

Job Responsibilities:

• To meet target by listening to randomly selected calls per agent.
• Identify opportunities and make recommendations to add value to the quality assurance service provided.
• Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls.
• Contribute to team performance by attending and participating in collaboration sessions.
• Meet department requirements by adhering to call monitoring process.
• Meet target by scheduling and planning.
• Compile and submit reports monthly to provide input on performance.
• Ensure compliance of call scripts by compiling and sending to Risk and Compliance for approval.
• Improve quality of calls by providing recommendations.
• 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 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.
• 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.

Qualifications:

• Matric

• Diploma/Degree in Business Administration/Finance/Related

• Total Quality Management /Lean Six Sigma Certificate

• Certificate in Short Term Insurance

• FAIS Compliant

Experience:

• 3-4 years working experience as a Quality Assurer within the Short Term Insurance space dealing with developing QA Processes, Starting up a QA division, Training and Total Quality Management of calls.

"Preference will be given to candidates from the underrepresented groups"

Please contact Debbie Fuyani([email protected]) for more information about this opprtunity.

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Job Purpose:

• With almost R300 billion in assets and operating in South Africa, London and Isle of Man, Nedgroup Investments has firmly established itself as one of South Africa’s leading asset management businesses.
• The team is growing and looking to employ Client Services Consultants in their Client Service Centre. Nedgroup Investments is looking for dynamic and energised individuals to provide professional and efficient client service to investors, potential investors and financial advisers to optimise client experience and ensure continued relationships are created and maintained with Nedgroup Investments clients.
• Should you not receive a response from us in the next 14 working days, please note that you were not successful

Job Responsibilities:

• Providing client service to Investors telephonically and email.
• Providing technical support in terms of Collective Investment Schemes and Retirement products.
• 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 client centricity 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).
• 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 Nedgroup Investments 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 Nedgroup Investments 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

Qualifications:

• Bachelor’s degree
• 2-3 years working experience as an Administrator/ Client Service Consultant in a Unit Trust environment.
• Experience with Investments/Pension Funds/Retirement Fund in an Asset Management Business
• A sound technical understanding of Collective Investment Schemes and Retirement products.        

"Preference will be given to candidates from the underrepresented groups"

Please contact Debbie Fuyani ([email protected]) for more information about this opprtunity.