Client Care: Escalation Specialist
4 hours ago
**Introduction**
Escalations Specialist
**Role Purpose**
This role involves coordinating and processing of escalation processes across all Investments
platforms, placing focus on the financial wellness of the investor to ensure a positive client
experience.
**Requirements**:
- Experience and Qualifications- Grade 12 (Matric).
- Post Matric qualification (e.g. Investment management, statistics and mathematics).
- At least 5 years' client service experience in a Investment Services Environment.
- Experience within the wealth environment is preferred.
**Duties & Responsibilities**
- Responsibilities and work outputs- Effectively and efficiently communicate to key stakeholders, upon analysing data trends
- Evaluate and implement process changes that drive efficiency.
- Establish productive operational relationships with key stakeholders in the various channels and
administrative teams.- Coordinate a comprehensive service function, ensuring timeous and accurate service delivery.
- Monitor operational targets of the team, and resolve issues speedily to enhance client service
delivery.- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Manage high risk and problematic financial clients in area of accountability as well as contribute to
the adherence of policy.
**Competencies**
- Competencies required- Decisive and assertive
- Attentive to detail
- Effective communication and Interpretation skills
- Sense of urgency
- Analytical thinking
- Relatable
- Passionate about driving a world class client experience
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