Call Centre Agent/Customer Service Agent– FNB


Job Title: Call Centre Agent Fraud D

Location: Various



Telephonic communication with the client base to provide accurate product information in line with standard protocols.

Minimum Qualification: 

  • Grade 12.
  • Experience: 2 year’s related experience.
  • Person must not be an unrehabilitated insolvent.
  • Additional information and responsibilities

Additional Requirements:

  • Commerical Insurance experience is a must. Needs to have worked with brokers or in a broker environment. Admin and data capturing experience is essential. Commercial call centre experience will be beneficial. Relationship building will be a requirement. In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.


  • Drive significant growth and profitability in the context of cost management.
  • Manage costs / expenses within the 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 the 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 the Call Centre.
  • Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
  • Report on required Call Centre activities and deliveries to improve business results.


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