Banking Complaint Resolution Specialist

Standard Bank Group; Douglas; On-site; GBP 28,000 - 38,000; Full time

Job summary

Standard Bank Offshore is seeking a professional to resolve CHNW SA customer complaints and restore, improve and ensure a consistent and branded service recovery experience to retain customers and minimize reputational risk.

The role requires 3-4 years in Personal and Private Banking and experience in a customer-facing service environment. The office location includes the Isle of Man, with no relocation or sponsorship offered.

Qualifications

• Diploma in Business Commerce is required.
• 3-4 years of experience in Personal and Private Banking.
• Experience in a customer-facing service environment; understanding of customer distribution network, service processes, products and systems.

Responsibilities

• Adhere to control structures to manage risk when dealing with customers via any channel (e.g. telephonically or in writing).
• Adhere to governance procedures when committing the bank to a resolution or outcome that has monetary value or a high risk exposure component.
• Ensure accuracy of information when resolving and capturing complaints. Stay abreast of internal communications.
• Identify trends and service breakdowns and highlight the discrepancies to relevant business areas (e.g., Product).
• Resolve escalated complaints received through any channel according to laid-down standards.

Skills

Active Listening

Difficult Calls

Electronic Communications

Query Resolution

Risk Awareness

Risk Identification

Telephone Handling

Education

Business Commerce Diploma

Job description

Standard Bank Offshore is seeking a professional to resolve CHNW SA customer complaints and restore, improve and ensure a consistent and branded service recovery experience to retain customers and minimize reputational risk.

The role requires 3-4 years in Personal and Private Banking and experience in a customer-facing service environment. The office location includes the Isle of Man, with no relocation or sponsorship offered.