Complaints & QA Specialist waterfall, Gautent

**Designation**:

Complaints & QA Specialist|Waterfall, Gautent

**Category**:

Administration and Operations

**Job Level**:

Skilled technical and academically qualified workers, junior management, supervisors, foremen and superintendents

**Posted by**:

PSG Konsult

**Posted on**:

23 Mar 2023

**Reference Number**:

PSG-WEALTH-VAC0051

**Closing date**:

25 Apr 2023

**Position Type**:

Permanent

**Location**:

Waterfall Magwa Cres

**Overview**:
**VACANCY | COMPLAINTS & QA SPECIALIST | WATERFALL, GAUTENG | PERMANENT**
PSGs commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce. In achieving our employment equity goals, we give preference to applicants from designated groups, and we encourage people with disability to apply.

**Responsibilities**:

- Provide input to reduce PNL incidences in CS
- Effective management of escalations within SLA
- Resolving Client queries and complaints within SLA
- Drive web adoption through engagement between investment specialists and Fund IT team
- Provide input to improve processes and controls within CS through training function
- Reporting and metrics for complaints, risk, Alpha adoption and metrics pack
- Implementation of training programmes to reduce errors and losses for CS and Alpha users.
- Adhoc projects related to the enhancement of processes and controls within the funds environment.

**Minimum requirements**:

- Relevant financial or business degree
- Extensive experience in Client Services with specific emphasis on complaints resolution and training
- Financial service experience (advantageous)

**Key Activities**:

- Support PSG strategy by servicing clients and advisers through complaints resolution.
- Ensuring first call resolution for complaints
- Improvement ideas for processes and controls to reduce complaints
- Effective complaints management by logging the complaints
- Identify and action training needs (onboarding and CPD)
- Drive web adoption and resolve Alpha complaints together with Funds IT team

**Competencies**:

- Product knowledge
- Solution oriented
- Interpersonal skills
- Communication skills (verbal and written)
- Detail oriented
- Client Services and TCF oriented.
- Microsoft products knowledge
- Risk averse