Client Experience Co-Ordinator

Overview PURPOSE PRIMARY Responsible for all aspects, coordination, addressing of Client Service and Risk Management on the service provided to Bidvest Bank customers. To monitor adherence to regulatory requirements, policies & procedures, Customer Complaints resolution framework, Operational Risk Compliance and Change Management reporting minimum standards implemented across the Bank and its value chain which impact both internal and external customers. Technical Competency Requirement Knowledge of regulations relating to client services relating to FSCA, TCF FICA, FAIS, Ombudsman Using Data Analytics to create Business insights Client engagement and servicing Product Knowledge Complaint Resolution Regulatory framework & requirements (Collaboration for results) Teamwork and rapport Adaptability and adoption of digital change Articulate and present information (Communicating for results) Ability to work across multi-disciplinary teams to investigate and implement solutions Required Minimum Education and Training Diploma in Marketing/ Project Management or equivalent Required Minimum Work Experience Up to 5 years’ experience in complaint handling/dispute resolution and the impact of regulation on customer service (e. g. FSCA, TCF OMBS) Compliance experience gained in a financial institution or other similar environment working. Key Performance Area (KPA) FINANCIAL MANAGEMENT Identify and implement revenue or cost saving opportunities from all processes. CUSTOMER CENTRICITY AND STAKEHOLDER MANAGEMENT Implementation of Change Management framework in line with changes from various teams. Ensuring that company standards are achieved and maintained with targeted emphasis on continuous improvement. Day to day handling of customer complaints. Maintain excellent customer service levels. Develop relationships with colleagues and stakeholders and implement solutions to ensure the delivery of consistent superior customer experience. OPERATIONAL EXCELLENCE Work with operating staff to establish processes, standards, systems, and procedures. Handle and manage all complaints resolution across all channels and provide feedback to relevant clients within documented SLA’s Review current internal and external processes for effectiveness, quality, and simplification. Act as a catalyst for Change Management and improvement in performance. Review existing policies and make suggestions for changes and improvements and how to implement them. Capture all complaints on the complaints register. Co-ordinate and resolve Banking Ombudsman cases within their SLA’s, including all Old Mutual Ombudsman complaints. Facilitate and maintain effective TCF (Treating Customers Fairly). Perform scheduled feedback sessions with business units involving all relevant parties to discuss strengths and opportunities for improvement using a root cause analysis and approach. Draft formal complaints and account investigation outcome letters and refer to relevant stakeholders for. Draft formal termination of business relationship letters with regards to complaints. Provide expert advice and support to staff on the handling of complaints, communicate expectations and provide guidance and corrective action when needed. Identify training needs based on client experience analysis and complaints. Identify gaps in Processes and Procedures as a result of a root-cause – update and engage relevant stakeholder. Ensure conformity to legislation by meeting regularly with Compliance. Ensure that all compliments are captured on the portal. Ensure customer retention where there are opportunities. Offer products and services that will provide solutions for customers’ needs. CULTURE AND ENGAGEMENT Contribute to making the department a great place to work. Promote teamwork (level of teamwork, accountability, delivery, quality & speed of information shared contribution to efficiency and effectiveness of area) Make effort to forge and maintain quality inter-personal relationships. Take accountability for the achievement to operational objectives within area of control and influence. Support and drive the business’s core values. Promote the sharing of knowledge. REPORTING AND DATA MANAGEMENT Identify, analyse, and track complaint trends and highlight risk factors to enable proactive solutions. Prepare complaint reports. Including Key Risk Indicators (“KRI”) Perform detailed analytics to identify root cause problems affecting customer experience delivery. LEARNING AND GROWTH Take ownership for driving own career development. Achievement of objectives/milestones set out in the development plan. Broaden skills to ensure greater marketability and value within the bank Work Conditions Office bound. This position is advertised in line with our commitment to Employment Equity. #J-18808-Ljbffr