Customer Resolution Specialist - Financial Services

Placements24; Bloemfontein; Presencial; ZAR 180.000 - 280.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary commensurate with经验

Medical aid

Life insurance

Pension fund

Training and development

Descripción de la vacante

Placements24 is seeking a Customer Resolution Specialist in Bloemfontein, Free State. This on-site role focuses on handling and resolving complex customer complaints with empathy and regulatory compliance within the financial sector.

You will investigate issues, coordinate with internal teams, and document outcomes in the CRM system, ensuring timely resolution in line with service levels. Strong communication and banking knowledge are essential.

Formación

• Proven experience in customer service within financial services.
• Experience in handling complaints or disputes.
• Excellent communication and interpersonal skills.
• Strong understanding of banking products and services.
• CRM systems and complaint-management proficiency.
• Calm, professional under pressure with analytical skills.

Responsabilidades

• Investigate and resolve complex customer complaints and disputes.
• Communicate clearly with customers and update on case status.
• Coordinate with internal departments to gather information.
• Document interactions, investigations and resolutions in CRM.
• Ensure compliance with regulations and company policies.
• Identify root causes and provide improvement feedback.
• Support other representatives on complex issues.
• Maintain high customer satisfaction and meet SLAs.

Conocimientos

Customer service

Complaint handling

Communication

Financial products knowledge

CRM proficiency

Investigation & analytics

Stakeholder management

Educación

Financial services certifications (advantage)

Herramientas

CRM software

Complaint management tools

Descripción del empleo

About the Role

Our client, a reputable financial institution, is seeking a dedicated Customer Resolution Specialist to join their team in Bloemfontein, Free State . This vital on-site role focuses on handling and resolving complex customer complaints and issues with empathy and efficiency, ensuring adherence to regulatory requirements and company policies. You will be the primary point of contact for escalated customer inquiries, working diligently to find satisfactory solutions and restore customer confidence. The ideal candidate is a skilled communicator with a strong understanding of financial products and services, and a passion for customer advocacy. This is an excellent opportunity to contribute to customer retention and satisfaction within the financial sector in Bloemfontein .

Key Responsibilities

• Investigate and resolve complex customer complaints and disputes regarding financial products and services.
• Communicate effectively with customers, providing clear explanations and updates on their case status.
• Liaise with internal departments to gather information and facilitate issue resolution.
• Document all interactions, investigations, and resolutions accurately in the CRM system.
• Ensure compliance with all relevant regulations and company policies in handling customer issues.
• Identify root causes of common complaints and provide feedback for process improvement.
• Maintain a high level of customer satisfaction through professional and timely resolution.
• Adhere to service level agreements for complaint handling and resolution times.
• Provide support and guidance to other customer service representatives on complex issues.

Requirements

• Proven experience in customer service, preferably within the financial services industry.
• Demonstrated experience in handling complaints, dispute resolution, or a similar role.
• Excellent communication, negotiation, and interpersonal skills.
• Strong understanding of banking or financial products and services.
• Ability to remain calm and professional under pressure.
• Proficiency in CRM systems and complaint management software.
• Detail-oriented with strong investigative and analytical skills.
• Must be based in or willing to relocate to Bloemfontein, Free State for this on-site position.
• Relevant certifications in financial services or customer service are an advantage.

Benefits

• Our client offers a competitive salary commensurate with experience, along with performance-based incentives.
• Employees benefit from comprehensive medical aid, life insurance, and a pension fund.
• Opportunities for continuous learning and professional development are provided, including training on financial regulations and advanced customer service techniques.
• The role is based at our central offices in Bloemfontein, Free State , offering a stable and professional working environment.
• We are committed to employee growth and offer clear career progression paths within the organization.