Omni Channel Retention Consultant

Nedbank Private Wealth; Durban; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading financial services provider seeks a professional to deliver exceptional call services, ensuring a high-quality client experience. The ideal candidate will have at least 2 years of experience in retentions within insurance and banking. Responsibilities include managing call volumes effectively, maintaining compliance with BAT regulations, and participating in corporate social responsibility initiatives. This full-time position offers opportunities for growth in a dynamic team environment.

Qualifications

• Minimum 2 years experience in Retentions on Long and Short term Insurance and Banking.
• Understanding of administrative procedures and systems.
• Knowledge of relevant regulatory frameworks.

Responsibilities

• Adhere to the daily schedule to ensure that targets are met.
• Log unresolved queries to management appropriately.
• Answer 90% of calls within 60 seconds as per SLA.

Skills

Building Customer Loyalty

Communication

Technical / Professional Knowledge and Skills

Managing Work

Adaptability

Quality Orientation

Education

Matric / Grade 12 / National Senior Certificate

NQF 5 (FAIS Credits) 120

RE 5

Tools

Relevant software and systems knowledge

Business writing skills

Job description

Job Classification

Job Requisition : 142271

TA Specialist : Refilwe Falatsi

Closing Date : 6 October 2025

Location : Park Square Campus KZN

Cluster : Personal and Private Banking Nedbank Insurance Operations

Please Note : Preference will be given to applicants from Underrepresented Groups

FAIS Affected

Job Purpose

To provide professional and efficient call services in order to optimise client experience for Nedbank clients and ensure continued relationships are created and maintained.

Job Responsibilities

• Adhere to the daily schedule to ensure that targets are met by following the work plan.
• Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.
• Escalate all unresolved queries to management by logging the case on the system.
• Answer 90% of all calls within 60 seconds (90 / 60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.
• Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
• 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 key business strategies.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
• Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
• 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 information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Understand the nature of the clients query by reiterating the key points raised by the client.
• Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.

People Specification

Essential Qualification - NQF Level

Matric / Grade 12 / National Senior Certificate

NQF 5 (FAIS Credits) 120

RE 5

Essential Certifications

• Regulatory examination (role dependent)
• FAIS where applicable

Minimum Experience Level

Minimum 2 years experience in Retentions on Long and Short term Insurance and Banking.

Technical / Professional Knowledge

• Administrative procedures and systems
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions
• Governance Risk and Controls

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Technical / Professional Knowledge and Skills
• Managing Work
• Adaptability
• Quality Orientation

Please contact the Nedbank Recruiting Team at

Employment Details

Employment Type : Full Time

Experience : years

Vacancy : 1