Client Experience Officer

4 months ago


Cape Town, South Africa FirstRand Full time

Job Description

To create win-win situations with customers through resolving customer queries and/or complaints in order to retain the relationship- Demonstrate cost consciousness and awareness of personal contribution to costs and productivity Identify and escalates potential risks that may lead to increased costs- Prevent wastage and identify process improvements to contain and reduce costs- Establish relationships with relevant individuals and departments to deliver on work expectations- Adhere to relevant service level agreements to build trust in the relationship- Investigate new ways to optimise processes- Flag opportunities to migrate to platform and supports the use of technology in process and system improvements- Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality- Execute own work in accordance with the organisational values and code of ethics- Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of work- Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards- Work with enhanced processes and procedures to maintain operational efficiencies- Deliver work in an accurate manner to ensure consistent results- Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality- Adhere to quality standards, turnaround times and Company policies and procedures- Complete relevant administration, reporting and updating of information accurately and on time- Provide timeous reports on operations, performance and audit findings- Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability- Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps- Create own personal development plan and review plan with team leader or manager- Understand which competencies and skills are required to be mastered to ensure personal development and performance- Keep abreast of learning opportunities, changing products and trends

Job Details

Application Closing Date

27/04/24



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