Clerk: Client Service – Nedbank

Job Purpose

To provide professional and efficient customer services in order to optimize client experience for Nedbank clients and ensure continued relationships are created and maintained. Attend to high priority or complicated queries, requests and or complaints. Manage agent efficiency, productivity and quality

Job Responsibilities

• Attend to customer inquiries via telephone, e-mail, money app and website queries regarding customer support issues.
• Handle 900 incoming calls per month or 7.25% of total incoming calls
• Ensure customer satisfaction by directly providing customers with solutions to problems/issues according to service standards.
• Correct transfer of clients to relevant department within Bank.
• Update the ticketing system to ensure all data pertaining to calls and emails is thoroughly tracked and managed.
• Actively drive own learning and development.
• Attend to day to day issues and collect information that assists in decision making
• Assist with campaigns and do cross selling (Achieve Sales Targets)
• Ensure customers are signed up for all Electronic Banking channels, assist with password reset/activations
• Assist with statement requests
• Meeting sales targets/ Identifying cross selling opportunities through client engagement
• Adhoc duties

Essential Qualifications – NQF Level

Preferred Qualification

• Grade 12 (25 points) (with a C symbol in English), Tertiary studies will be an added advantage

Minimum Experience Level

• Must have experience in customer service /Call center the Banking Industry will be an added advantage.
• Must have sound experience in all aspects of Customer Contact Centre
• Understanding of Retail Banking (products, processes, systems

Technical / Professional Knowledge

Behavioural Competencies