Title:  Call Agent

Requisition and Specialist Recruiter Details

Location: Nedbank Park Square, Umhlanga Rocks, Durban, KwaZulu Natal.

Closing Date: 07 May 2026

Cluster and Location

Personal and Private Banking - Nedbank Contact Centre - Consumer Outbound.

Career Stream

Call Centre (Outbound)

Leadership Pipeline

Manage Self: Technical

Call Agent - Fixed Term Contract

Call Agent (Pipeline)

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 client's 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.

Essential Qualifications - NQF Level

Requirements

Successfully completed Matric / Grade 12 / National Senior Certificate a must 
Min 1 - 2 Years' Call Centre experience within the Sales and Services environment  
Clear ITC and Criminal Record a must
Basic computer knowledge
Good Command of English, written and spoken
Basic Numerical Ability

Preferred Qualification

Certificate: Call Centre

Technical / Professional Knowledge

Behavioural Competencies