Location: Johannesburg, GT, ZA
Company: Capitec Bank Ltd
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We’re on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:
Purpose Statement
1. COMPLAINTS HANDLING
- Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines.
- Analyse information relating to complaints obtained from various internal stakeholders and identify root causes.
- Escalate complaints to relevant internal Departments if necessary.
- Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints.
- Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases).
- Provide timeous feedback to clients throughout resolution of complaints.
- Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented.
2. SERVICE DELIVERY AND CLIENT EXPERIENCE
- Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process.
- Maintain consistent and high standard of service behaviour to deliver on optimal client experience.
- Identify areas of poor client experiences, and work with Team Leader to ensure recovery.
- Achieve optimal turnaround time for complaints.
- Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.
3. REPORTING
- Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting.
- Provide complaint information input into the weekly and monthly Management report.
- Support Team Leader and Manager with reporting requirements where necessary.
Minimum:
- 2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations.
- Experience in the handling of and managing complaints in line with SLA’s and quality requirements.
Minimum:
- Broad knowledge of banking and/or credit products and services.
- Knowledge of Operational Risk
- Banking industry
- Relationship management
- Complaint handling and conflict resolution
- Knowledge of client experience and processes
- Telephony etiquette, especially in potential conflict situations
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To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.
- 1. Complaints handling
- 2. Service delivery and client experience
- 3. Reporting