Call Center Agents Banking

SUMMARY:

POSITION INFO:

Job Title: Call Center Agents Banking

Report to: Operations

Seniority Level: Mid-Career (2 - 4 yrs exp)

Region: Gauteng

Location: JHB - Central

Type: Temp

Duties and Responsibilities:

Key Responsibilities:

• Handle inbound or outbound customer calls in a professional and courteous manner.
• Assist clients with Card deliveries and queries related to cards.
• Maintain accurate and up-to-date customer records on internal systems (CRM).
• Resolve customer issues efficiently and escalate complex matters when necessary.
• Meet daily, weekly, and monthly performance targets (quality, call handling time, conversions).
• Ensure compliance with FAIS, FICA, POPIA, and other regulatory standards.
• Maintain knowledge of current banking products, services, and systems.
• Work collaboratively with internal departments to enhance customer experience.
• Participate in training sessions and team meetings to improve service delivery.

Minimum Requirements:

• Matric (Grade 12) – essential
• Banking or Financial Services experience (2-4 years) – required
• Experience in both inbound and outbound call centre environments
• Strong knowledge of banking products and procedures
• Excellent communication and listening skills (verbal and written)
• Computer literacy (MS Office, CRM systems, or banking software)
• Ability to work under pressure and meet performance targets
• Clear criminal record
• Clear credit record

Preferred Qualifications:

• NQF Level 5 qualification in Banking, Finance, or a related field
• FAIS-accredited / RE5 certified (advantageous)

Key Competencies:

• Customer-focused and service-driven
• Strong problem-solving and analytical ability
• High attention to detail and accuracy
• Team player with good interpersonal skills
• Target-oriented and self-motivated
• Professional telephone etiquette and emotional intelligence