Call Agent: Personal Loans


Job Title: Call Agent

Closing Date: 13 October 2023

Location:  Nedbank Park Square, Umhlanga Rocks, Durban North

Career Stream: CALL CENTRE (Service)

Manage Self: Technical

Job Purpose

To design and implement customer retention strategies to increase loyalty and retain business on short and long term insurance products. 

Job Responsibilities:

  • Analyse customer feedback, negotiate with customers, implement retention strategies.
  • Deliver and achieve all daily, weekly and monthly retention/sales opportunities by following business unit sales strategy. 
  • Ensure technical, company standards and practices are met by vetting the accuracy and quality of applications and security documentation within retention/sales portfolio.
  • Deliver agreed results through input to client financial analysis. 
  • Market financial products to new and existing clients and stakeholders through the identification of client needs and by matching product to the need. 
  • Educate clients on the product offering by presenting them with the relevant information. 
  • Ensure retention of clients full banking relationship through client service and client contact. 
  • Plan and implement effective prospecting activities by identifying and responding to business opportunities.
  • Ensure all client details are correct by capturing details correctly at application stage.
  • Reduce fraudulent transactions by reporting suspicious transactions to the relevant department.
  • Finalise client transactions by ensuring client signature for final product is accepted. 
  • Ensure effective administration and controls portfolio by checking securities and complying with FICA & FAIS requirements. 
  • Meet requirements of product applications by providing all required documentation.
  • Bank queries and Bank Codes. 
  • Resolve client queries by following business procedure and keeping client informed. 
  • Act as client’s banking partner by taking responsibility for providing regular feedback.

Minimum Requirements:

  • Essential Qualifications – NQF Level
  • Matric / Grade 12 / National Senior Certificate
  • Essential Certifications
  • RE 5 Certificate 
  • 120 FAIS Credits 
  • 2 years’ long-term and short-term sales experience in insurance. 
  • 2 years’ retention experience. 

Technical / Professional Knowledge:

  • 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
  • Building Customer Loyalty
  • Communication
  • Technical/Professional Knowledge and Skills
  • Managing Work
  • Adaptability
  • Quality Orientation

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