Job Requisition Details REQ#133239 Locations: Johannesburg, Gauteng/ Durban, KZN Closing Date: 19 April 2024 Talent Acquisition: Bongiwe Mchunu Job Family Sales and Services Career Stream Call Centre (Service) Leadership Pipeline Manage Self: Technical Job Purpose We are looking for a Client Service Specialist to provide client service support by managing / logging queries and Complaints received via the Client Complaint Helpline or various other communication channels. In this role you will be required to acknowledge, investigate, mediate, and interact with support departments to resolve client FCR-1 Complaints and queries. This role provides you with an opportunity to restore customer's / stakeholder's faith in Nedbank and change the disconnected client's perception of Nedbank. Job Responsibilities Capture, acknowledge, investigate, and resolve all complaints, queries and compliments received from clients, via the various communication channels the bank uses, i.e. telephonic, email, post and digital. Monitoring and tracking CRM / D365 cases logged when received. Ensure that all complaints are correctly recorded on the Client Complaint Tracker. Provide First Call resolution where possible. Compile daily reports and log incidents using incident tracker. Generating data voice by using CMS tool. Extracting information client's information to determine number of cancellations for the current month, using Management and Information System. Generating statistical information and productivity reports for daily workload by using tracker. Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team. Monitor and change skills as per the business needs on Customer Management Service tool (AVAYA). Ensure availability and adherence to schedule enable call taking. Ensure effective feedback is communicated to the stakeholders all the time using e-mails or telephone calls. Provide the necessary education to the branch staff if need arises by coaching and mentoring. Receive and analyse stakeholders' queries via e-mails, telephone and customer service desk. Analyse and detect the source of the query and decide the appropriate action to be taken to resolve. Ensure that the Service Level Agreement is met and kept at a higher standard always. 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 impact 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. Type of Exposure Interacting with customers; resolving queries and FCR-1 Complaints and managing customer expectations Communicating internally and external Comparing two or more sets of information. Interacting with internal and external clients Knowledge of processes and adherence Working in a fast-paced and changing environment Working in a team Working with spreadsheets Technical Tools Global / Foreign B/ Platform Transactional E-mail Compliance Cheque Account CCT Microsoft Office Products Intranet Home Loans Products Knowledge Electronic Banking Credit NTE knowledge Product Knowledge Eclipse Staff Portal CRM D365 systems Essential Qualifications - NQF Level Matric / Grade 12 / National Senior Certificate Minimum Experience Level Minimum 2 -3 years Banking and Customer service experience Branch or NCC experience a prerequisite Working knowledge of Nedbank Retail products and processes Technical / Professional Knowledge Administrative procedures and systems Data analysis Business writing skills Relevant regulatory knowledge Relevant software and systems 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 Decision Making Quality Orientation --------------------------------------------------------------------------------------- Please contact the Nedbank Recruiting Team at +27 860 555 566
