Listing Reference: 138818
Listing Status: Active
Position Summary
Company: Nedbank
Industry: Banking and Financial Services
Job Category: Call Centre / Customer Services
Location: Johannesburg, ZA (Sandton)
Contract Type: Full-Time Permanent
Remuneration: Market-related package with benefits
EE Position: Yes
Closing Date: 18 April 2025
Introduction
Nedbank, one of South Africa’s leading financial institutions, is seeking motivated and customer-focused individuals to join their dynamic team as Service Centre Agents in Sandton, Johannesburg. This is an exciting opportunity to be part of a future-oriented organisation that values honesty, integrity, respect, and going beyond boundaries to deliver a world-class client experience.
If you’re passionate about providing exceptional customer service, eager to learn, and committed to your personal and professional growth, this role is for you. This position falls under the Sales and Services job family within the Call Centre (Service) career stream and aligns with the Manage Self: Technical leadership pipeline.
Job Description
As a Service Centre Agent, your core responsibility will be to handle inbound calls efficiently and professionally, ensuring that every client interaction strengthens the Nedbank brand and builds lasting client relationships. You will work within agreed service level agreements (SLA) and maintain high levels of customer satisfaction by providing timely, accurate, and courteous service.
Your role will also include identifying client needs, offering relevant Nedbank products, ensuring proper call logging to mitigate risks, and supporting process and service improvements. This position is essential in optimizing the client experience and supporting the company’s customer loyalty and retention objectives.
Ideal Candidate
The ideal candidate is a self-starter with a passion for delivering high-quality service and a proactive approach to problem-solving. You should be goal-driven, resilient, and eager to work in a fast-paced, high-volume contact centre environment. If you can stay composed under pressure, communicate clearly, and manage time effectively, you’ll thrive in this role.
Role Responsibility
- Adhere to daily call schedules and meet performance targets by following established work plans
- Deliver consistent, quality service aligned with Nedbank values such as honesty, integrity, and accountability
- Respond to 90% of all inbound calls within 60 seconds (90/60 SLA)
- Log all customer calls accurately to ensure traceability and resolution
- Generate qualified leads by offering appropriate Nedbank products and services to customers
- Escalate unresolved queries to management through appropriate case logging
- Continuously provide feedback to internal teams and back-office departments to enhance customer support
- Participate in team activities and company initiatives, including cultural transformation and social responsibility campaigns
- Recommend and support the implementation of process, policy, and system enhancements
- Stay up to date with industry regulations and internal risk standards
Skills and Attributes
Technical and Professional Knowledge
- Administrative procedures and systems
- Regulatory and compliance frameworks applicable to banking
- Software and call centre systems knowledge
- Business writing and effective communication
- Comprehensive understanding of banking products and procedures
- Operational knowledge specific to Nedbank’s business model
- Familiarity with governance, risk, and control policies
Behavioural Competencies
- Building Customer Loyalty: Create positive experiences to build strong client relationships
- Communication: Clearly and confidently share information with clients and internal stakeholders
- Managing Work: Handle multiple responsibilities while maintaining quality service
- Adaptability: Adjust quickly to changing client needs and business environments
- Quality Orientation: Deliver high standards of accuracy, attention to detail, and compliance
Minimum Requirements
- Matric / Grade 12 / National Senior Certificate
- 6 to 12 months of experience in a call centre environment
- Post-matric certificate in Call Centre operations (advantageous)
Additional Advantage
- Proven ability to upsell banking products or services
- Experience in a customer-facing role within the financial sector
- Multilingual proficiency is a plus
Opportunities for Growth
At Nedbank, employee development is a key priority. As a Service Centre Agent, you will have access to structured learning opportunities and career development support. Whether you’re aspiring to move into team leadership or develop specialized skills in financial services, Nedbank will help you reach your career goals.
You’ll also be part of a culture that fosters innovation, collaboration, and continuous improvement. From formal training sessions to mentorship opportunities and internal promotions, your growth is supported at every level.
Why Work at Nedbank?
- Recognized for their commitment to transformation, diversity, and inclusion
- Market leader in digital banking and innovation
- Strong emphasis on ethical leadership and sustainable practices
- Access to wellness programs, employee discounts, and community engagement opportunities
- Competitive salary, comprehensive benefits, and performance-linked incentives
Apply Now
If you’re ready to join a reputable institution where your passion for service and excellence can flourish, apply before the closing date of 18 April 2025. This role is ideal for energetic, service-driven individuals eager to make a difference in the banking sector.
Contact Details
For more information, please contact the Nedbank Recruiting Team at +27 860 555 566
Join Nedbank and be part of a team that’s building the bank of the future, one great client experience at a time.
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