Call Centre Agent at FirstRand Group

Job Description
To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved 

To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved
Hello Future Call Centre Agent

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Short Term Insurance you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

•  Have Telephonic and written communications with an existing client base to provide accurate product information and in line with standards protocols 
•  Drive significant growth and profitability in the context of cost management.
•  Manage costs / expenses within approved budget to achieve cost efficiencies.
•  Deliver exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions.
•  Resolve all customer queries efficiently, and within agreed timelines.
•  Maintenance of expert knowledge on specific products, pricing, application procedure, processing, and timelines in order to drive and achieve relevant product and service targets.
•  Ensure all communications with clients are professional, resulting in compliments.
•  Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
•  Provision of an efficient administration service through careful and timeous planning, reporting, and updating of all related information.
•  Comply with governance in terms of legislative and audit requirements.
•  Ensure efficiency of service productivity and performance in Call Centre.
•  Ensure that all issues or feedback arising out of client contact be accurately recorded on the approved business system.
•  Report on required Call Centre activities and deliveries to improve business results.

You will be an ideal candidate if you have:

•  Personal Lines (motor Vehicle/Home contents/Portable Possessions) knowledge/experience/exposure - at least 2 years a must (which does not include medical insurance, life cover).
•  Completed RE and/or FAIS qualification.
•  Minimum Qualification: Grade 12
•  Good Telephone and Email etiquette