Call Centre Agent

FirstRand; Randburg; On-site; ZAR 150,000 - 190,000; Full time

Job summary

FirstRand's FNB Short Term Insurance team seeks a Call Centre Agent to deliver high-quality customer service via phone and digital channels. You will provide accurate product information, resolve queries promptly, and maintain expert knowledge to support cost-efficient, proactive solutions.

Compliance and timely updates are essential as you help drive customer satisfaction. You will operate in a collaborative, adaptable environment, handling Personal Lines knowledge with professionalism and a

Qualifications

• 2 years' experience in Personal Lines insurance.
• Grade 12 is required; RE/FAIS qualifications are advantageous.
• Excellent telephone and email etiquette.

Responsibilities

• Provide accurate product information via telephone and email.
• Resolve customer queries promptly and efficiently.
• Drive growth and manage costs within approved budgets.
• Maintain expert knowledge on products, pricing, and processing timelines.
• Record client interactions in the call centre system.
• Ensure timely communication and update clients on progress.
• Comply with governance and audit requirements.
• Report on call centre activities to improve results.

Skills

Telephone etiquette

Email etiquette

Adaptable

Curious

Data analysis

Team collaboration

Education

Grade 12

RE certificate (advantageous)

FAIS qualification (advantageous)

Job description

Job DescriptionResponsible 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 AgentWelcome 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 protocolsDrive 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 advantageousMinimum Qualification: Grade 12Good Telephone and Email etiquetteYou will have access to:Opportunities to network and collaborate.A challenging working environmentOpportunities to innovate.We can be a match if you are:Adaptable and curiousAnalyse complex data setsThrive in a collaborative environment.Apply now if you are interested in taking the next step. We look forward to engaging with you!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.#post#fnb#LI-AW1Important Closing Date NoteTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.17/11/26All 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.