Complaints Coordinator at FNB South Africa

Purpose

• Resolution of complaints that have been escalated. Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes. Drive customer service through a professional approach.

Responsibilities

• Identify Opportunities for Process improvement that will lead to reduction in rejection cost and rework e.g.. write offs, customer complaints and queries
• Deliver exceptional service that exceeds customers expectations through proactive, innovative and appropriate solutions
• Promote and ensure that a high standard of work is delivered at all times (Quality Assurance) on a daily basis.
• Comply with governance in terms of legislative and audit requirements
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information, respond to clients with relevant communications and maintain a comprehensive and up-to-date document library
• Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes.
• Ensure the area of responsibility is functioning at optimal levels at all time and Identifying continuous improvement through complaints solutions
• Drive the eradication of inefficiencies that do not add any value to the business i.e. unnecessary wordings on letters, faxes and requirements and suggesting new ways of operating
• Manage own development to increase own competencies