Complaints Resolution Representative D - Cape Town, South Africa - FirstRand

FirstRand
FirstRand
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

beBee Recruiter
Description
About us, purpose, experience and qualifications


about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing


purpose:


  • To provide customers with excellent service by ensuring that they are served promptly understanding their needs and processing their requests. Build and maintain strong relationships with internal and external stakeholders.

experience and qualifications:


  • Grade 1
  • At least 5 years FNB branch experience
  • An excellent working knowledge of all VBS products, Rewards, their rules, terms and conditions and pricing
  • Sound knowledge of Hogan (IDS, CIS and CIS efficiencies)
  • Computer literacy is vital e.g.
, Outlook, Word, Excel and PowerPoint
additional requirements:

  • 12 months FAIS role.
  • DOFA is a requirement.
  • DA product knowledge or experience is a must.
  • Knowledge of internal systems such as Core, Dallas etc is nonnegotiable.

responsibilities:


  • Assist to investigate queries/complaints
  • Ensure that turnaround times are strictly adhered to: High priority complaints 2 working hours, General complaint 6 working hours, Queries same working day but no longer than 1 working day
  • Action/refer for action any customer requests (upgrades, pricing changes, card orders etc.) flowing from queries/complaints.
  • Ensure that the customer request referred to above are carries out
  • Refer queries/complaints that cannot be answered to the relevant area for resolution
  • Follow up on any complaints referred to other areas
  • Analyse a complaint/query correctly in order to select the correct MIS on the Care system thereby ensuring accurate stats and that the business has accurate root cause analysis information on demand.
  • Log all compliments received from internal business units on the Care system.
  • Assist the Complaints Resolution Manager by periodically visiting social media complaint sites in order to gain competitor insights to aid the ongoing improvement of the customer experience.
  • Maintain awareness of any changes to products, services and offers this includes all aspects e.g. pricing, features and benefits, terms and conditions, rules etc.
  • Assist to investigate and evaluate any rewards programme claims received from the various channels via the VBS Reversal System
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