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

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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