Digital Banking Operations & Customer Experience Lead

EXL; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job description

Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.

Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.

Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.

Accurate data entry into systems and maintaining thorough records.

Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.

Identifying opportunities for process and service improvements and discussing these openly with your manager.