Job Description

The main purpose of this position is to provide first-line contact and handle incoming calls and assign and manage calls from clients of the South African Reserve Bank’s Corporate Services Department.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Follow help desk procedures for the completion of tasks and respond to and route incoming calls in accordance with priorities and agreed service levels.
• Communicate to clients regarding the progress of requests/enquiries from receipt to closure.
• Handle help desk-related queries and engage positively with colleagues and stakeholders on the telephone or in person.
• Update and maintain the call management system to allow accurate recording of calls received and resolution activities.
• Identify problems which require expertise, route them for support and escalate those that require urgent attention.
• Continually assess client satisfaction and recommend actions for improvement where necessary.

Job requirements

To be considered for this position, candidates must be in possession of:

• a Higher Certificate (NQF5) in Call Centre Operations or an equivalent qualification; and
• two to five years’ job-related experience in a call centre or customer relations environment.

Additional requirements include:

• verbal and written communication skills;
• team work skills;
• a service and stakeholder focus;
• the ability to build and maintain relationships;
• judgement and decision-making skills;
• impact and influence;
• analytical and problem-solving skills; and
• resilience

In line with the SARB’s commitment to diversifying its workforce, preference will be given to suitable candidates from designated groups. People with disabilities are welcome to apply.

The SARB offers remuneration and benefits commensurate with the level of the position and in line with the market. The level at which the successful applicant will be appointed will depend on his/her competence and experience.

About SARB

Primary mandate of the SARB

Section 224 of the Constitution of South Africa states the mandate of the SARB as follows:

The primary object of the South African Reserve Bank is to protect the value of the currency in the interest of balanced and sustainable economic growth in the Republic.

The South African Reserve Bank, in support of its primary objective, must perform its functions independently and without fear, favour or prejudice.

WHAT WE DO

Monetary Policy

The Constitution gives the SARB the mandate to protect the value of the rand. We use interest rates to keep inflation low and steady.

Financial Stability

The SARB has a mandate to protect and enhance financial stability. We identify and mitigate systemic risks that might disrupt the financial system.

Prudential Regulation

The Prudential Authority regulates financial institutions and market infrastructures to promote and enhance their safety and soundness, and support financial stability.

Financial Markets

Open market operations are the main tool we use to implement monetary policy. We manage South Africa’s gold and foreign exchange reserves.

Financial Surveillance

The SARB is responsible for regulating cross-border transactions, preventing the abuse of the financial system and supporting the regulation of financial institutions.

Payments and Settlements

The SARB is responsible for ensuring the safety and soundness of the national payment system, which is the backbone of South Africa’s modern financial system.

Statistics

The SARB provides important economic and financial statistics that present an overview of the economic situation in South Africa.

Research

Research conducted by the SARB focuses on economics, financial stability, banking and emerging trends in finance. Our research supports policy decision-making.

Banknotes and Coin

The SARB has the sole right to make, issue and destroy banknotes and coin in South Africa.