Omni Channel Senior Retention Consultant

Nedbank Private Wealth; Durban; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading financial institution in Durban is seeking a Call Services Specialist to enhance client experiences. The ideal candidate will have a minimum of 2 years' experience in Insurance Retentions and possess strong communication skills. Responsibilities include answering client calls efficiently and resolving queries while adhering to industry regulations. This position offers a full-time contract and requires someone adept in banking processes.

Qualifications

• At least 2 years experience in Retentions on Long and Short term Insurance.
• Understanding of banking procedures and regulations.
• Ability to build and maintain effective relationships.

Responsibilities

• Provide professional call services to optimize client experience.
• Follow company processes to resolve client queries effectively.
• Adhere to service level agreements for call responses.

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

FAIS Regulatory Examination 1 qualification

Tools

Relevant software and systems knowledge

Business writing skills

Job description

Overview

Job Classification

Job Requisition: 129835

TA Specialist: Refilwe Falatsi

Closing Date: 10 September 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: Yes

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

• Working with a group and individually to identify alternative solutions to a problem
• Checking accuracy of reports and recordings
• Building and maintaining effective relationships with diverse internal and external stakeholders
• Sharing information in different ways to increase internal stakeholders
• Managing customer expectations
• Comparing two or more sets of information
• Interacting with diverse people
• Interacting with external clients
• Working in a fast-paced and changing environment
• Working in a team

Qualifications and Certifications

• Essential Qualification - NQF Level
  • Matric / Grade 12 / National Senior Certificate
  • NQF 5 (FAIS Credits) 120
  • RE 5
• Essential Certifications
  • FAIS Regulatory Examination 1 qualification
  • FAIS where applicable

Minimum Experience Level

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

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

Contact: Please contact the Nedbank Recruiting Team

Experience:

Senior IC

Key Skills

Criminal Justice,Cost Accounting,Elevator Maintenance,Airport,Jboss,Brand

Employment Type: Full Time

Experience: years

Vacancy: 1