Omni Channel Servicing Consultant

About the role

The Omni Channel Servicing Consultant provides professional, efficient call services to Nedbank clients, ensuring a high‑quality experience and fostering long‑term relationships. The role operates within the Nedbank Insurance call centre and supports both operational and strategic objectives.

Key responsibilities

• Follow the daily work plan and meet targets, adhering to Nedbank processes and values.
• Answer at least 90% of calls within 60 seconds, in line with SLA requirements.
• Escalate unresolved queries to management and log cases accurately.
• Generate monthly lead targets by promoting relevant products to callers.
• Prevent losses by ensuring all calls are correctly logged and documented.
• Participate in culture‑building and corporate social responsibility initiatives.
• Identify opportunities for process, system, and policy improvements and support their implementation.
• Stay informed about legislation, industry changes, and risk standards through newsletters and training.
• Maintain accurate knowledge sharing with the team and provide clear feedback to stakeholders.

Required profile

• Minimum 2 years of contact‑centre experience, preferably within insurance.
• Matric (Grade 12) or equivalent qualification.
• FAIS‑affected status (regulatory requirement).

Required skills