Job PurposeTo resolve escalated complaints with the aim of ensuring the reputational risk of the bank is not compromised.To restore, improve and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk.To reach the customer on their preferred channel of communication to ensure that complaints are understood and appropriately resolved according to the complaints management and internal dispute resolution process to improve the customer’s service recovery experience.Key Responsibilities/AccountabilitiesComplaints resolutionResolves escalated complaints received through any channel (such as Hello Peter, etc.) according to laid-down standards.Ensures that all escalated complaints received are effectively resolved through personal ownership to resolution stage or through advice and support to guide staff to an effective resolution.Ensures accuracy of information when resolving and capturing complaints.Stays abreast of internal communication.Fully understands and complies with the internal complaints management process.Liaises with the relevant business area in order to obtain input into the resolution of a complaint or to resolve a complaint.
Responsibilities + Skills
Understands the trends and service breakdowns and highlights the discrepancies to relevant business areas (e.g. Fiduciary Offerings).
Applies resolution mandates and goodwill mandates for increased speed of resolution and greater customer satisfaction.Ensures the resolution and goodwill mandates are used within the prescribed levels and limits permissible for the resolution of complaints.