Complaints Resolution Consultant

 

Recruiter:

The Skills Mine

Job Ref:

3478882263

Date posted:

Thursday, May 19, 2022

Location:

Johannesburg, South Africa


SUMMARY:
-

JOB DESCRIPTION:

Experience and Skills Required:

  • Customer Service
  • Excellent relationship development skills applied within a customer service role
  • Strong interpersonal and negotiation skills
  • Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
  • Good communication skills
  • Strong customers/stakeholders’ engagement and management skills
  • Proven track record and experience in customer complaints resolution and complaints management preferably in banking
  • High integrity and business ethics demonstrated

Banking

  • Understanding of the financial institutions, specifically banking Process improvement
  • Evidence of being ‘process driven’ and having high attention to detail
  • Demonstrated problem solving and decision-making skills
  • Demonstrated process improvement experience
  • A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.

Technical Skills:

  • Excellent written and verbal communication (report writing skills!)
  • Advanced computer, typing, and MS Office suite skills.
  • Good organisational and time management skills, including making sure that responses are submitted to the Ombud or Regulator timeously
  • Proven ability to multi-task and prioritise tasks
  • High level attention to details and commitment to quality
  • Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
  • Ability to manage high case volumes
  • Ability to integrate key pieces of information/processes/policies and products across each of the business units in a meaningful and concise manner
  • Make use of information gathered through complaints cases to suggest enhancements and improvements to systems, products and processes

Qualifications and experience

  • Matric
  • 5 years relevant experience within an operations function or in the financial service industry
  • Appropriate tertiary qualifications desirable but not mandatory.
  • Formal report writing training would be advantageous.
  • Experience in handling Ombudsman cases would be an advantage

 

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