Call Centre Agent I, Cape Town - FirstRand Bank

purpose

To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.

responsibilities

• Contribute to a culture of service excellence that builds positive relationships and provides an opportunity for feedback and exceptional service
• Demonstrate teamwork as a valued team player

• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Contribute to innovation by finding faster and more accurate ways of working
• Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to the area of specialisation
• Build and maintain stakeholder relationships
• Address customer needs in order to meet or exceed customer expectations
• Act responsibly with work-related resources to contribute to cost containment
• Resolve customer queries received through inbound calls
• Answer inbound calls in the eBucks call centre to provide product and service information to customers

experience and qualifications

• Minimum Qualification - Grade 12
• Preferred Qualification - Relevant Diploma
• Experience - 1-3 years Call Centre Agent Experience
• A person must not be an unrehabilitated insolvent

Minimum Requirements:

• FAIS Compliant as prescribed by the Financial Services Board
• 2 – 3 years experience working in an inbound call centre as a Sales Consultant.
• Relevant NQF 5 as prescribed by the Financial Services Board
• Regulatory Exam as prescribed by the Financial Services Board
• The person must not be an un-rehabilitated insolvent
• RE Qualification complete or still within DOFA time frames

additional requirements

It is inherent to the role that the incumbent is honest in dealing with cash and financial transactions. As such, it is a pre-requisite for candidates to undergo consumer credit record checks to enable the Employer to ascertain whether the candidate’s credit record is acceptable.

NOTE – This is an office-based position based in Cape Town