Job Purpose

To maintain the flow of card transactions by authorising transactions, granting extra credit, resolving queries and preventing fraud in line with Nedbank Strategy.

Job Responsibilities

• Meet Service Level Agreement (SLA) requirements by conducting activities within agreed timelines and parameters.
• Minimise financial risk by making credit decisions according to mandate.
• Minimise operational costs by avoiding unnecessary expenditure.
• Satisfy internal and external clients by responding to and actioning queries within agreed SLA.
• Meet Nedbank internal and external client service standards by communicating with stakeholders accordingly.
• Enable team to meet objectives by supporting, engaging and connecting with others on team.
• Minimise financial risk by authorising transactions according to mandate or following required process.
• Meet business objectives by conducting administrative duties according to policy and procedure.
• Mitigate risk through identifying and preventing early fraud by following process.
• Ensure compliance by adhering to all internal and external regulations and policies.
• Highlight problems by identifying and reporting system issues.
• 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.
• 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.

Essential Qualifications – NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Certificate: Call Centre

Preferred Certifications

• Call Centre Qualifications

Minimum Experience Level

• Matric and 2 years call center experience, shift is from 11am – 8pm weekdays and 2 Saturdays a month. 

Technical / Professional Knowledge

• Administrative procedures and systems
• Consumer behaviour
• Data analysis
• Nedbank policies and procedures
• Nedbank vision and strategy
• Relevant regulatory knowledge
• Nedbank culture
• Oral and written communication techniques
• Relevant Nedbank Human Resources policies and practices
• General Communication Skills
• Behavioural Competencies
• Building Customer Loyalty
• Communication
• Continuous Learning
• Collaborating
• Decision Making
• Energy
• Work Standards
• Managing Work