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    • Consultant: Complaints Management - Sandton - Capitec Bank

    Capitec Bank
    Capitec Bank Sandton

    1 month ago

    Capitec Bank background
    Description

    Job Summary


    We are seeking highly motivated and self-driven individuals to join our team as Complaints Handlers in the banking industry.



    Purpose Statement



    • Resolve customer complaints in a timely and professional manner, ensuring high levels of customer satisfaction and loyalty.

    • Analyze information related to complaints and identify root causes to prevent future occurrences.

    • Escalate complex complaints to relevant internal departments for further assistance.

    • Apply product knowledge and dispute resolution principles to find effective solutions to customer complaints.

    • Work closely with colleagues and stakeholders to implement solutions and provide feedback to customers throughout the complaint resolution process.

    • Identify areas of improvement and provide insights to Team Leaders and the business to prevent future complaints.



    Key Responsibilities



    • Maintain working knowledge of Service Level Agreements (SLAs), quality standards, and internal policies and legislation.

    • Provide exceptional client service behavior to deliver optimal customer experience.

    • Identify areas of poor client experiences and work with Team Leaders to ensure recovery.

    • Achieve optimal turnaround times for complaints.

    • Contribute to the development of preventative measures and solutions to improve client satisfaction.



    Minimum Requirements



    • 2-3 years of client service experience, with exposure to investigating customer complaints and formulating first-line resolutions or recommendations.

    • Experience in handling and managing complaints in line with SLAs and quality requirements.

    • Broad knowledge of banking and/or credit products and services.

    • Knowledge of Operational Risk.

    • Relationship management skills.

    • Complaint handling and conflict resolution skills.

    • Knowledge of client experience and processes.

    • Telephony etiquette, especially in potential conflict situations.



    Qualifications (Minimum)



    • Grade 12 National Certificate / Vocational.

    • A relevant tertiary qualification in Finance or Business Administration.

    • Clear criminal and credit record.

    • Attention to detail.

    • Effective communication and interpersonal skills.

    • Computer literacy (MS Word, MS Excel, MS Outlook).

    • Problem-solving skills.

    • Influencing skills.

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