Agent, Reactive Retentions

Standard Bank Group; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Standard Bank Group, Johannesburg, seeks a professional to provide investigation, diagnosis and resolution on escalated service requests, queries and complaints from customers and business partners. You will work to meet turnaround times and uphold world-class operations standards, with focus on preserving client satisfaction and reducing risk to the bank.

Qualifications include a Diploma in Business Commerce and 3-4 years in service management, operations, and client relationship roles.

Qualifications

• Diploma in Business Commerce.
• 3-4 years experience in service management and client relations.

Responsibilities

• Provide investigation, diagnosis and resolution on escalated service requests, queries and complaints from customers and/or business partners within agreed turnaround times.
• Ensure ongoing feedback until finalisation, maintaining a positive client experience and minimise risk and losses to Standard Bank Group.

Skills

Service Management

Operations

Client relationship

Education

Diploma

Business Commerce

Job description

Location: ZA, GP, Johannesburg, 1 Ameshoff Street

Business Segment: Insurance & Asset Management

To provide comprehensive and accurate investigation, diagnosis and resolution on end-to-end escalated service requests, queries and complaints raised by customers and/or Business partners within the agreed turnaround times and against world class operations standards. Ensure ongoing feedback is provided until finalisation, maintaining a positive client experience, retain client satisfaction and minimise risk and losses to SBG.

Qualifications

Type of Qualification: Diploma
Field of Study: Business Commerce
Experience Required
Service Management
Operations
3-4 years
Client relationship experience, resolving client services issues and complaints with demonstrated ability to interact and collaborate across multiple internal stakeholders.
3-4 years
Experience in General client services and / or support capability with proficient technical experience.

Additional Information

• Developing Expertise
• Documenting Facts
• Examining Information
• Interacting with People
• Interpreting Data
• Making Decisions
• Managing Tasks
• Producing Output
• Resolving Conflict
• Thinking Positively
• Upholding Standards
• Client Relationship Management
• Creative Problem Solving
• Operations Commercial Acumen
• Query Resolution

Our Commitment to Diversity, Equity and Inclusion

Standard Bank Group is committed to fair and inclusive employment practices. We aim to build a workforce that reflects the diversity of the communities we serve and welcome applications from candidates of all backgrounds, including people with disabilities. We strive to create an environment where everyone has an equal opportunity to contribute and grow.