Job Description

• Increase operational efficiency and suggest solutions to enhance cost effectiveness 
• Providing insights to guide the Customer Experience Improvement forum on which issues need to give priority and working on ad hoc committees appointed by the forum to resolve issues - Chairing the forum in the absence of the Head of Customer Service and Experience
• Ensure that the complaints resolution consultants are always aware of any changes to products, services and offers this includes all aspects e.g. pricing, features and benefits, terms and conditions, rules etc by maintaining a business unit specific training guide which amongst other things - Explains the functioning of the CARE system and the email management system
• Liaise and communicate the system requirements to the necessary audiences e.g. Testers, developers, business analysts and provide ongoing feedback regarding system issues and following the required standards
• Support channels, Product Houses, Segment owners, other business units and Banks with queries on system with standard of High priority complaints - 2 working hours, General complaints 6 working hours and Queries same working day but no longer than 1 working day
• Preparation and/or vetting of deadlock letters where the bank (business unit) is of the view that the matter cannot be solved without the intervention of an arbitrator(e.g. Ombudsman for Banking Services) by preparing responses to complaints logged with regulatory bodies and where needed use subject matter experts e.g. Payments experts, legal experts etc also assist the consultants with escalations where they may be having difficulty in resolving a matter and especially where turnaround times may be breached
• Ensure that all areas within their business unit actively seek opportunities to garner compliments from customers and ensure that these compliments are logged and periodically visit social media complaint sites

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.