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Service Recovery Consultant-2

4 months ago

Johannesburg, Gauteng, South Africa FirstRand Full time
Job Description


To provide the various credit bureaus with excellent service by ensuring that they are served promptly, understanding what is required on each bureau dispute and processing the complaint accordingly.


Job Description:

  • To attend to and manage all bureau dispute complaints logged to the Bank with efficiency, skill and knowledge on the complaints management system.
  • Deliver exceptional service that exceeds external stakeholders' expectations through proactive, innovative and appropriate solutions.
  • Engage with the various credit bureaus to ensure that a successful, positive and professional relationship is maintained.
  • Collaborate and engage with internal customer to effectively resolve all bureau dispute complaints efficiently, and within agreed timelines.
  • Provide guidance, insight, and support to internal stakeholders in attending to the bureau dispute complaint to ensure the complaint is fully addressed and responded to.
  • Identify themes, trends, and insights for business through complaint analysis and reporting.
  • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
  • Comply with governance in terms of legislative and audit requirements.
  • Follow up with the applicable Business Unit to ensure that the dispute is attended to timeously and the required turnaround times are met, to ensure optimal customer experience.
  • Review and validate feedback from business units, to ensure that all concerns have been addressed and that the sufficient supporting documentation is provided with the response to the various credit bureaus.
  • Ensure that all disputes are closed off with the credit bureaus.
  • Manage own development to increase own competencies
Education and Experience

  • Matric (Grade 12)
  • NQF level 5 Qualification
  • 2 3 years' experience in the field
  • Knowledge of the various products and internal business units is essential.
  • Relationship management skills
Job Details

Application Closing Date

18/02/24