The Complaints Handler will have responsibility for investigating and addressing complaints. You will play an instrumental part in reducing/eliminating predictable and repeat complaints.
Working Hours: 9am – 5:15pm
Your Responsibilities:
* Deal with the daily volumes of correspondence/workload efficiently.
* Respond to daily queries and correspondence in a timely manner and within SLA.
* Be able to work in a challenging and pressurising environment.
* Fully investigate telephone and written customer complaints/Appeals within the agreed Service Level Agreements and ensure internal processes are strictly adhered to.
* Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with our regulatory requirements under the Consumer Protection Code, CCMA, and Data Protection Code.
* Liaise with the Area Offices, the Branch network, and all departments during the course of an investigation, retrieving all relevant documentation to assess a case, and agreeing resolution/response with all parties, seeking advice from the Bank’s Legal department where appropriate to avoid litigation.
* Identify and raise service improvements and systemic issues to avoid recurrence of similar problems to continuously improve the Bank's service levels.
* Provide advice and support to internal customers to assist in resolving complaints at source. Keep monthly contact with branches and departments under partnership agreement.
* Escalate issues of risk to the Compliance Department and other areas within the Bank.
* Promote a customer service ethos within the organisation.
* Where required, assist with the investigation of any Ombudsman/Mediation Case.
* Assist with MI reports.
* Support the operation of the department through various essential ad hoc/admin functions.
* Provide ongoing telephone and administrative support to customers & branches.
* Maintain a high standard of administration duties.
* Ensure good communication across the team to encourage a seamless service.
* Meet all SLAs relevant to the Department.
* Ensure all regulatory and compliance standards are fully adhered to.
* Fully support the change agenda in relation to any new project/processes.
Requirements:
* QFA/APA in banking.
* Previous complaint handling experience in the banking/payments sector.
* Strong communication and interpersonal skills.
* Excellent written skills, with an ability to present written material in a clear, concise, comprehensive, and convincing manner.
* Strong investigation skills and ability to identify service shortcomings and potential conduct risk issues.
* Maintain compliance with all relevant and applicable internal and external rules, regulations, and policies that govern this position.
* Good PC skills (in particular Word, Excel, and PowerPoint).
* Excellent planning and organising skills.
* High levels of drive, self-motivation, and resilience.
* Financial Services Complaints Management Experience.
* Knowledge of the Bank’s products and services.
* Working knowledge of key Bank systems.
Seniority level
Associate
Employment type
Contract
Job function
Finance, Administrative, and Customer Service
Industries
Banking and Financial Services
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