Complaints Resolution Consultant

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