Analyst, Complaints Remediation at Standard Bank Group

JOB DESCRIPTION

To resolve escalated client complaints and restore, improve and ensure a consistent and predictable branded service recovery experience to retain clients and to minimise reputational risk. To engage clients on their preferred channel of communication. To ensure that complaints are understood and appropriately resolved according to the complaints management and internal dispute resolution processes (for Business & Commercial clients).

QUALIFICATIONS

Qualifications

• Institute of Bankers or related qualification

Experience

• 5-7 years experience in a client facing service environment (call centre or branch)
• Understands the client distribution network, service processes, products and systems; Ombudsman terms of reference, legislation and its application

ADDITIONAL INFORMATION

Behavioural Competencies

• Embracing Change
• Generating Ideas
• Developing Expertise
• Examining Information
• Convincing People

Technical Competencies

• Active Listening
• Difficult Calls Management
• Query Resolution
• Risk Identification
• Risk Management