Specialist, Complaints

Standard Bank Group; Roodepoort; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading Africa-focused financial services group is seeking an individual to manage customer complaints and ensure a consistent service recovery experience. Ideal candidates will have completed Matric, possess an NQF 5 FAIS qualification, and have 3-4 years of experience in a customer-facing service environment. Strong customer service skills and knowledge of insurance products are essential for this role.

Qualifications

• 3 - 4 years' experience in a customer-facing service environment.
• Understanding of customer distribution network and service processes.
• Familiarity with short- and long-term insurance products.

Responsibilities

• Resolve customer complaints to ensure consistent service recovery.
• Manage complaints according to established resolution processes.

Skills

Customer service skills

Active Listening

Query Resolution

Education

Completed Matric

NQF 5 FAIS qualification

Business Commerce Diploma

Job description

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

To resolve customer complaints and restore, improve and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk. To ensure that complaints are resolved according to the complaints management resolution processes.

Qualifications

• Completed Matric
• NQF 5 FAIS qualification
• Long- and Short-Term related qualifications
• Business Commerce Diploma
  
  

Experience

• 3 - 4 years' Experience in a customer facing service environment (e.g., call center, branch). Understands the customer distribution network, service processes, products and systems, Ombudsman terms of reference, legislation and its application. Experience of short- and long-term insurance products.
  
  

Additional Information

Behavioral Competencies

• Adopting Practical Approaches
• Articulating Information
• Developing Expertise
• Examining Information
• Following Procedures
  
  

Technical Competencies

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Query Resolution