Call Center Agents Banking

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:

To provide excellent customer service by handling inbound or outbound calls related to banking products and services. The agent will assist clients with account inquiries, product information, and issue resolution while ensuring compliance with banking policies, procedures, and regulatory requirements.

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