Service Recovery Consultant-2 - Johannesburg, South Africa - FirstRand

FirstRand

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Description

To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests.

Hello Service Recovery Consultant

Welcome to FNB, the home of the #changeables.

We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team in FNB Retail COO, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Now's the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

To attend to and manage all bureau dispute complaints logged to the Bank with efficiency, skill and knowledge on the complaints management system.
Deliver exceptional service that exceeds external stakeholders' expectations through proactive, innovative and appropriate solutions.
Engage with the various credit bureaus to ensure that a successful, positive and professional relationship is maintained.
Collaborate and engage with internal customer to effectively resolve all bureau dispute complaints efficiently, and within agreed timelines.
Provide guidance, insight, and support to internal stakeholders in attending to the bureau dispute complaint to ensure the complaint is fully addressed and responded to.
Identify themes, trends, and insights for business through complaint analysis and reporting.
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
Comply with governance in terms of legislative and audit requirements.
Follow up with the applicable Business Unit to ensure that the dispute is attended to timeously and the required turnaround times are met, to ensure optimal customer experience.
Review and validate feedback from business units, to ensure that all concerns have been addressed and that the sufficient supporting documentation is provided with the response to the various credit bureaus.
Ensure that all disputes are closed off with the credit bureaus.
Manage own development to increase own competencies
Matric (Grade 12)
NQF level 5 Qualification
2 3 years' experience in the field
Knowledge of the various products and internal business units is essential.
Relationship management skills

You will have access to:

Opportunities to network and collaborate
A challenging working environment
Opportunities to innovate

We can be a match if you are:

Adaptable and curious
Analyse complex data sets
Thrive in a collaborative environment

FNB respects your privacy and will process the information you have provided to us in accordance with our privacy notice.

This notice highlights what information we collect, why we collect it, how we use it, who we may disclose it to and your rights regarding personal information.

Please visit our website to view this notice.

Job Details

Application Closing Date

15/04/24