Omni Channel Servicing Consultant – Nedbank Insurance (Sandton & Umhlanga)

Employer: Nedbank Group (Nedbank Insurance)

Industry: Banking, Short-Term & Long-Term Insurance, Call Centre & Financial Services

Locations:

1. Nedbank 135 Rivonia Road, Sandown, Sandton, Johannesburg, Gauteng
2. Nedbank Park Square, 9 Park Avenue, Umhlanga Rocks, Durban North, KwaZulu-NatalPosition Type: Full-Time PermanentFAIS Status: FAIS Affected Position (Yes)Leadership Pipeline: Manage Self (Technical)Experience Level: 2+ Years Contact Centre Experience with Insurance BackgroundCompensation: Market-Related Banking & Insurance Salary + Financial Sector BenefitsPosted Date: 17 October 2026Closing Date: 30 November 2026

About Nedbank Insurance & The Omni Channel Servicing Role

Nedbank Group is one of South Africa’s leading financial services institutions, offering wholesale and retail banking, asset management, wealth management, and comprehensive insurance solutions.

Nedbank Insurance is recruiting dynamic, FAIS-accredited Omni Channel Servicing Consultants to join their contact centre teams in Sandton (Johannesburg) and Umhlanga Rocks (Durban North). Serving as the primary voice of Nedbank Insurance, the consultant will handle high-volume client inbound queries, maintain strict Service Level Agreements (SLA), cross-sell relevant financial products, resolve insurance escalations, and ensure strict compliance with FICA, FAIS, and TCF regulatory standards.

📂 Key Responsibilities & Contact Centre Workflows

The Omni Channel Servicing Consultant will execute eight core operational deliverables:

1. Inbound Servicing & Call SLA Metrics

• High-Volume Servicing: Deliver professional, efficient servicing across omnichannel communication tools, maintaining a target of answering 90% of all incoming calls within 60 seconds (90/60 SLA benchmark).
• Active Listening: Understand the nature of complex policyholder queries by summarizing and reiterating key points raised by clients before providing solutions.

2. Compliance, Risk Prevention & Query Logging

• Loss Prevention: Prevent financial losses and operational risks by logging all calls, complaints, and policy updates accurately on Nedbank systems.
• Query Escalations: Log unresolved client cases on the internal ticketing system and escalate them to management and back-office teams for resolution.

3. Lead Generation & Cross-Selling

• Value Addition: Identify client needs during servicing interactions and generate monthly sales/lead targets by introducing relevant insurance products.

4. Regulatory Compliance & Continuous Learning

• FAIS & Risk Adherence: Stay fully compliant with FAIS, TCF (Treating Customers Fairly), and internal risk standards by completing regular compliance manuals and regulatory updates.
• Professional Development: Maintain RE5 and FAIS credits through continuous professional development (CPD) activities and required training modules.

🎓 Candidate Profile & Minimum Entry Requirements

To qualify for consideration for this position, applicants must meet the following mandatory criteria:

• Educational Qualifications:
  • Completed Matric / Grade 12 / National Senior Certificate (Mandatory).
• Regulatory & FAIS Accreditations (CRITICAL):
  • Regulatory Examination 5 (RE 5 Certificate) for Representatives (Mandatory).
  • Full FAIS Qualification (Minimum 120 NQF Credits) in Short-Term or Long-Term Insurance (Mandatory).
• Work Experience:
  • Minimum of 2 years or more contact centre experience (Mandatory).
  • Direct work experience within the Insurance sector (Mandatory).
• Technical Knowledge & Skills:
  • Strong knowledge of banking procedures, insurance products, administrative systems, and governance/risk controls.
  • Excellent written business communication and verbal phone skills.
• Locations:
  • Based in or able to commute daily to either Sandton (Johannesburg) or Umhlanga Rocks (Durban North).

Company Benefits & Nedbank Culture

• Banking Benefits: Competitive salary, pension/provident fund, medical aid contributions, and staff banking perks.
• Career Growth: Structured career pathways within Nedbank’s broader retail, wealth, and insurance divisions.
• Inclusive Workplace: Engage in corporate social responsibility initiatives and Nedbank culture-building programmes.

Career Advice for Applicants

1. Highlight FAIS & RE5 Details: State your RE5 certificate code and FAIS credit breakdown clearly on page 1 of your CV.
2. Quantify Call Centre SLA Performance: Detail your average call handling times (AHT), first-call resolution rates (FCR), and lead conversion ratios in past roles.
3. Specify Preferred Location: Indicate in your application header whether you are applying for Sandton, JHB or Umhlanga, Durban.

Sample Selection & Interview Questions

FAIS Compliance & Omnichannel Servicing

• Question (FAIS Compliance): “How do you ensure full FAIS regulatory compliance and disclosures while handling a high-volume call during peak contact centre hours?”
• Question (De-escalation): “Describe a situation where you successfully resolved a distressed policyholder’s query on the first call while identifying an opportunity to add value through an insurance product lead.”

How to Apply

Apply online directly via the official Nedbank Careers Portal:

• Employer: Nedbank Group (Nedbank Insurance)
• Locations: Sandton (Gauteng) OR Umhlanga Rocks (KwaZulu-Natal)
• Position: Omni Channel Servicing Consultant
• Qualifications Required: Matric + RE5 + Full FAIS (120 Credits)
• Closing Date: 30 November 2026

Apply here