Call Agent (4 Months Contract) - Roodepoort, Gauteng

Call Agent (4 Months Contract) - Roodepoort, Gauteng

Description: 

Nedbank Recruiting

Job Classification

Job Family

Credit

Career Stream

Credit Collections

Leadership Pipeline

Manage Self: Operational

FAIS Affected

Job Purpose

To collect on arrear accounts with regards to defaults on monthly instalments to reduce risk and provisions, in line with Nedbank business strategy.

Job Responsibilities

  • Recover funds on overdrawn accounts by collecting excess and balances on overdrawn accounts through contacting the client via telephone, emails, or sms.
  • Make a repayment arrangement with a client telephonically that is in line with the Collections procedures.
  • Contact clients telephonically using predefined collections scripts to recover arrears and rehabilitate the client through contacting the client via telephone.
  • Set criteria with regards to the number of accounts that need to be worked on a daily basis.
  • Ensure that commitments towards arrears are made and keep to arrangements and normal instalments.
  • Rehabilitate delinquent accounts and reduce bad debt (risk).
  • Analyse the client's account to educate the client on how to manage the account in a way to avoid account incurring an overdrawn balance.
  • Attend to customer concerns or arrangements (inbound calls) direct the clients' queries to the relevant department for resolution.
  • Instruct the branches to remove blocks and holds on savings accounts.
  • Instruct the branches to effect reversal of honouring fees and unpaid charges as well as erroneous charges and fees on client's accounts.
  • Compliance or adherence to relevant policies, regulations and legislation.
  • Adhere to turn around times in terms of reporting to both Management and to Clients.
  • Adhere to the collection and escalation prosedures by following agreed standards and rules (e-mail, dress-code, telephone, leave, absenteeism polies).
  • 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 (e.g. training/awareness on digital forensic examination to external parties on pro bono basis).
  • Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools, policies and procedures to add value to Nedbank.
  • 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.

People Specification

Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Certificate: Call Centre , Matric / Grade 12 / National Senior Certificate

Essential Certifications

Preferred Certifications

Type of Exposure

  • Working with a group and individually to identify alternative solutions to a problem
  • Completing various administrative duties
  • Responding to client queries both telephonically and face to face
  • Capturing data
  • Checking accuracy of reports and rec
  • Communicating internally
  • Drafting reports

Minimum Experience Level

6 months customer service and call centre or retail

Technical / Professional Knowledge

  • Administrative procedures and systems
  • Data analysis
  • Microsoft Office
  • Relevant regulatory knowledge
  • Business writing skills
  • Compliance Knowledge
  • Relevant Nedbank Human Resources policies and practices

Behavioural Competencies

  • Building Customer Loyalty
  • Communication
  • Decision Making
  • Energy
  • Stress Tolerance
  • Driving for results

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Please contact the Nedbank Recruiting Team at +27 860 555 566


Nedbank - 4 hours ago
Experience Requirements: 
Not requirements
Date posted:
2019-08-13
Job Id: 
2262475