Service Resolution Specialist
2 weeks ago
**Requisition Details and Talent Acquisition contact**
- Req: 127804- Role: Service Resolution Specialist- TA Consultant: Lebohang Monate- Closing Date: 04/08/2023**Job Family**
- Sales and Services
**Career Stream**
- Call Centre (Service)
- Leadership Pipeline- Manage Self: Technical
**Job Purpose**
- The successful incumbent will be responsible to provide support and exceptional service to Nedbank customers and Business, including Litigation and Social Media. This individual will energise processes and relationships in such a way that service excellence becomes a mere starting point for taking Nedbank’s business strategy to a new level.**Responsibilities**:
- Interpret Reports and co-ordinate input from Stakeholders to resolve: Complaints, social media, Litigation related cases.
- Delegate New Actions received twice daily.
- Compile stats daily as required.
- Engage with Stakeholders and Customers alike to steer clear from any form of Reputational and-/ or Financial Risk.
- Build
- and maintain excellent relations with Stakeholder Network and follow each Stakeholder’s unique Protocol without exception.
- Foster excellent team spirit with peers and be prepared to assist whenever contingencies are at stake.
- Pro-actively identify areas where:
- Gaps require closing.
- Overtime needs to be planned - especially where we might experience volume spikes from time to time.
- Focus on detail and analyse for the benefit of improving processes and TATs
- Challenge processes where necessary and constantly look for ways to streamline and improve service excellence.
- Manage time to absorb any eventualities which threatens quality of attention to customers.
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
**Minimum Experience Level**
- 5 - 8 years' experience within insurance and senior administration.**Technical / Professional Knowledge**
- Administrative procedures and systems
- Data analysis
- Business writing skills
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Banking procedures
- Cluster Specific Operational Knowledge
- Business principles
- Business terms and definitions
- Governance, Risk and Controls
- Behavioural Competencies- Building Customer Loyalty
- Communication
- Technical/Professional Knowledge and Skills
- Managing Work
- Decision Making
- Quality Orientation
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_
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