Specialist, Complaints

1 day ago

Roodepoort, Gauteng, South Africa Standard Bank Group Full time

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 specifically attend to client's complaints on behalf of the company for the short-term and long-term insurance. To provide and facilitate informed, helpful, educative solutions to aggrieved clients to overturn their service experience journey from unsatisfactory to satisfactory and to provide long-term solutions to the business whilst acting as the custodians of Treating Customers Fairly (TCF). To help clients via all platforms i.e., Call Centre, Social Media and Executive.

A successful Complaints Specialist:

  • Supports and assists in complaint resolution.
  • Receives information from the business units in order to resolve complaints.
  • Creates awareness regarding service breakdowns to ensure corrective action.

Qualifications

Type of Qualification: NQF 5
Field of Study: Insurance/Banking

Experience Required

  • 2 - 4 years experience of working in a short-term insurance environment with knowledge of its associated products, processes and systems. Experience in complaints management and application of complaints regulations. Experience in data analysis, problem identification and reporting. Some claims knowledge would be beneficial. Broad personal lines insurance experience.

Behavioural Competencies:

  • Ability to elicit and appropriately act upon customer feedback.
  • Ability to analyse a single source of customer information to assess potential customer needs.
  • Ability to effectively communicate with customers via various channels and display knowledge of the entire bank value chain and how hand-offs work between business areas.
  • Ability to generate deep customer insights through communication skills.
  • Ability to operate within a service-focused environment.

Technical Competencies:

  • Computer literate
  • Business acumen
  • Quantitative and numerical skills
  • Good communication skills
  • Decision making and problem solving skills
  • Analytical skills
  • Attention to detail

Seniority level: Entry level

Employment type: Full-time

Job function: Other

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