Nedbank is Hiring Service Centre Agent
Listing Reference: 138818
Listing Status: Open
Position Summary
- Company: Nedbank
- Industry: Banking & Financial Services
- Job Category: Call Centre (Service)
- Location: Sandton, Johannesburg, South Africa
- Contract Type: Permanent
- Remuneration: Market-Related Salary
- EE Position: Yes
- Closing Date: 18 April 2025
Introduction
Nedbank, one of South Africa’s leading financial institutions, is offering a fantastic opportunity for individuals seeking to establish a career in the banking and financial services sector. The Service Centre Agent position is an excellent entry-level role within the bank’s call centre division, designed to provide world-class customer service to Nedbank clients. This role requires professionalism, efficiency, and a keen understanding of customer service principles.
Job Description
The Service Centre Agent is responsible for handling customer inquiries, resolving queries, and ensuring that every client interaction results in a positive banking experience. The role involves adherence to predefined service level agreements (SLAs) while maintaining Nedbank’s core values, including honesty, integrity, and accountability. Agents are expected to handle customer interactions efficiently, escalate unresolved queries, and provide continuous feedback to management to enhance customer service processes.
Key Responsibilities:
- Answer inbound calls efficiently and professionally, ensuring an excellent customer experience
- Adhere to the call centre’s daily schedule to meet performance targets
- Escalate unresolved customer queries to management by logging cases into the system
- Ensure that 90% of calls are answered within 60 seconds (90/60 SLA)
- Promote and sell Nedbank’s products to customers, generating monthly lead targets
- Prevent losses by ensuring proper logging and tracking of all customer interactions
- Maintain compliance with banking regulations, governance, and risk management practices
- Participate in Nedbank’s corporate social responsibility initiatives and culture-building activities
- Stay up-to-date with industry changes, policies, and risk standards through training and development
- Maintain effective knowledge sharing with the team to ensure consistency in customer service delivery
- Provide timely and accurate information to customers, addressing their concerns effectively
Ideal Candidate
Nedbank is looking for individuals who are passionate about customer service and committed to delivering high-quality support. The ideal candidate should possess strong communication skills, a customer-centric approach, and the ability to work in a fast-paced environment.
Minimum Requirements:
- Education:
- Matric / Grade 12 / National Senior Certificate (compulsory)
- A Certificate in Call Centre Operations (preferred but not mandatory)
- Experience:
- 6 to 12 months of experience in a call centre environment
- Experience within a banking or financial services environment is advantageous
- Technical & Professional Knowledge:
- Administrative procedures and systems
- Regulatory knowledge relevant to the banking sector
- Banking software and systems familiarity
- Business writing skills
- Customer service best practices
- Governance, risk, and compliance procedures
Role Responsibilities
- Ensure calls are handled professionally while aligning with Nedbank’s service excellence policies
- Maintain an in-depth understanding of the client’s inquiry and provide accurate, clear, and concise responses
- Provide ongoing feedback to management, identifying opportunities for process improvements
- Uphold Nedbank’s reputation by demonstrating a high level of professionalism in every interaction
- Stay updated with industry trends, regulatory changes, and compliance requirements
- Work collaboratively with internal teams to ensure seamless service delivery
- Enhance customer retention and satisfaction by addressing concerns efficiently and effectively
Skills & Attributes
To excel in this role, candidates should possess the following skills and attributes:
- Customer Focus: Ability to engage with customers in a courteous and professional manner
- Communication Skills: Strong verbal and written communication skills
- Problem-Solving: Ability to think critically and resolve customer issues effectively
- Attention to Detail: Ensure accuracy when logging calls and updating customer records
- Adaptability: Ability to work in a fast-paced and target-driven environment
- Teamwork: Ability to collaborate effectively with colleagues and stakeholders
- Technical Proficiency: Familiarity with banking systems, software, and call centre applications
- Resilience: Ability to manage high call volumes while maintaining service quality
- Sales Ability: Capable of identifying customer needs and promoting suitable banking products
Why Join Nedbank?
Nedbank offers employees a dynamic work environment that fosters career growth and development. As part of the Sales and Services Job Family, Service Centre Agents gain hands-on experience in banking operations while contributing to customer satisfaction. Nedbank also offers:
- Competitive remuneration and performance-based incentives
- Opportunities for career advancement within the bank
- Access to ongoing learning and development programs
- A supportive work culture that values integrity, accountability, and teamwork
- Participation in corporate social responsibility initiatives
Application Process
Interested candidates should apply by submitting their applications online via Nedbank’s official careers portal before the closing date: 18 April 2025.
Application Checklist:
- Updated CV with relevant experience and qualifications
- Certified copies of Matric Certificate and additional qualifications (if applicable)
- Contactable references from previous employers
If you are passionate about delivering top-tier customer service and are eager to build a career in the banking industry, the Service Centre Agent position at Nedbank is an excellent opportunity. This role provides a solid foundation in banking operations, customer relations, and professional development. Take the first step toward a rewarding career—apply today!