Call Centre Agent

FirstRand Short Term Insurance; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Short Term Insurance in Johannesburg is seeking a proactive call centre agent to handle customer inquiries via telephone and digital channels, delivering high-quality service and timely resolutions.

You will maintain strong product knowledge, assist clients with information and applications, and contribute to ongoing service improvements while operating within governance and budget guidelines.

Qualifications

• Personal Lines knowledge/experience (motor vehicle/home contents) with at least 2 years.
• Minimum Qualification: Grade 12.
• Good Telephone and Email etiquette.
• RE and FAIS qualification advantageous.

Responsibilities

• Provide accurate product information to customers following standards protocols.
• Drive growth and profitability within approved cost budgets.
• Deliver exceptional service through proactive, innovative, and appropriate solutions.
• Resolve customer queries efficiently within agreed timelines.
• Maintain expert knowledge on specific products, pricing, application procedures and timelines.
• Ensure communications with clients are professional and documented in the system.
• Report on required Call Centre activities to improve business results.

Skills

Telephonic communication

Written communication

Customer service

Cost awareness

Problem solving

Adaptability

Education

Grade 12

RE and FAIS qualification advantageous

Job description

Job Description Responsible for delivering high-quality customer service through telephone and digital channels, ensuring that customer queries are addressed promptly and resolved efficiently. Acts as a key point of contact to enhance customer satisfaction and support continuous service improvement.

Hello Future Call Centre Agent Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our team in FNB Short Term Insurance you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

• Have Telephonic and written communications with an existing client base to provide accurate product information and in line with standards protocols Drive significant growth and profitability in the context of cost management.
• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions.
• Resolve all customer queries efficiently, and within agreed timelines.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing, and timelines in order to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
• Provision of an efficient administration service through careful and timeous planning, reporting, and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in Call Centre.
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the approved business system.
• Report on required Call Centre activities and deliveries to improve business results.

You will be an ideal candidate if you have:

• Personal Lines (motor Vehicle/Home contents/Portable Possessions) knowledge/experience/exposure - at least 2 years a must (which does not include medical insurance, life cover).
• Completed RE and FAIS qualification will be advantageous
• Minimum Qualification: Grade 12 Good Telephone and Email etiquette

You will have access to:

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.

We can be a match if you are: Adaptable and curious Analyse complex data sets Thrive in a collaborative environment.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Important Closing Date Note Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 17/11/26

#post #fnb #LI-AW1

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group’s track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.