First National Bank Call Centre Jobs in Gauteng
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Job Description
- To lead the call aspects of the company products, processes and systems
- Expected to manage and coach the team with constant real-time support in terms of query resolution
Are you someone who can:
- Drive significant growth and profitability in the context of cost management.
- Manage costs / expenses within 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 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 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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You will be an ideal candidate if you:
Experience & Qualifications
- 2–3 years in fraud prevention, detection, or investigation.
- Experience in a call centre environment, preferably in financial services.
- Leadership experience (team development, coaching, mentoring).
- Relevant certifications or training in Fraud Risk Management or Financial Crime.
Technical & Industry Knowledge
- Understanding of payment systems, digital banking, and eCommerce fraud.
- Familiarity with fraud detection tools and case management systems.
- Knowledge of regulatory frameworks (e.g., SABRIC guidelines, FAIS, NCA).
Skills
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Customer-centric mindset with a focus on service quality.
We can be a match if you are:
- Adaptable and curious
- Analyse complex data sets
- Thrive in a collaborative environment
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