Omni Channel Senior Retention Consultant

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

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 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.

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

Essential Qualification - NQF Level

• Matric / Grade 12 / National Senior Certificate
• NQF 5 (FAIS Credits) 120
• RE 5

Essential Certifications

Minimum Experience Level

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

Technical / Professional Knowledge

Behavioural Competencies