Job Classification
Job Requisition: #
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
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 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
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-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
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-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
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-Building Customer Loyalty
-Communication
-Technical/Professional Knowledge and Skills
-Managing Work
-Adaptability
-Quality Orientation
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the Nedbank Recruiting Team at +27 860 555 566
