Inbound & Outbound Call Agent (Fixed-Term)

About the role

The Call Agent will deliver professional inbound and outbound telephone services for Nedbank customers, ensuring a high‑quality experience and supporting the bank’s relationship goals. This is a fixed‑term position based in the Nedbank Contact Centre, Umhlanga (Durban).

Key responsibilities

• Answer 90% of calls within 60 seconds, adhering to SLA targets.
• Follow Nedbank processes, values and risk standards while handling client queries.
• Escalate unresolved issues to management and log cases accurately.
• Generate leads and promote Nedbank products to meet monthly targets.
• Log all interactions correctly to prevent losses and support reporting.
• Participate in culture‑building, CSR and transformation initiatives.
• Identify and recommend improvements to processes, systems and policies.
• Stay updated on relevant legislation, industry changes and internal risk manuals.

Required profile

• Matric (Grade 12) or equivalent qualification.
• 1‑2 years of call‑centre experience, preferably in a services environment.
• Strong communication skills and ability to handle high‑volume calls.
• Commitment to Nedbank’s values of honesty, integrity, accountability and respect.
• Willingness to engage in continuous learning and personal development.

Required skills

What we offer

• Opportunity to develop call‑centre expertise and product knowledge.
• Involvement in corporate social responsibility and cultural initiatives.
• Exposure to a dynamic banking environment with clear performance metrics.