Junior Specialist: Customer Liaison

5 months ago

Sandton, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

To deliver support services in order to improve the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

**Job Description**:
Accountability: Client Relationship
- Obtain client data from various client systems including but not limited to BDA, Saxo tools and utilize data to identify client needs based on trends and client activity to improve client activity to improve client experience on the World Trader platform.
- Developing of methodologies and processes to better mine the existing client database to improve business inflows.
- Co-ordinate and monitor the implementation of these methodologies and processes.
- Set service standards and strategies in line with market benchmarks and monitor success and failures on an ongoing basis.
- Maintain regular contact between the client relationship administrators to maximize client satisfaction
- Keep records of all personal interactions, communication with clients and research in order to create intellectual knowledge in terms of understanding customer needs.
- Provide clients with correct facts, based on in depth investment knowledge and facts, for both local and offshore trading.
- Provide analysis of the financial markets.

Accountability: Complaints handling
- Maintain an effective customer complaints register to ensure that all customer complaints are appropriately recorded and the resolution process is effectively managed for each client complaint.
- Analyze complaints by identifying concerns and required action for implementation. Route the complaints to the relevant business unit for resolution.
- Track & monitor the handling of complaints and assess the outcome from the business unit. Ensure that the client’s viewpoint is given appropriate consideration.
- Escalate appropriately in the event that the outcome is not satisfactory or if there is no feedback received from a particular business unit.
- Communicate legitimate client complaints to Senior Management to help determine whether there is a need for changes in company policies, processes and procedures.
- Monitor Complaints’ SLA with the various business units and provide timeous feedback/progress report as per the Absa customer complaints policy requirements.
- Familiarize yourself with the consumer protection laws and with the operations of third-party dispute mechanisms to which particularly difficult complaints may need to be referred.
- Provide advice, assessment and recommendations to Senior Management to address issues identified.

Accountability: Tax Reporting
- Investigation and resolution of client tax related queries

Education and experience required
- Five (5 ) years’ experience on JSE BDA system
- Five (5) years’ local trading experience
- Two (2) years international trading experience
- Two (2) years experience on the Saxo white Label Trading Platform (including CCM, Desktop trader and Webtrader
- Traders Exam as approved by JSE via SAIFM

Knowledge and skills: (Maximum of 6
- Knowledge of Systems (MCI, JSE system, I Net, BDA, Webtrader, CCM )
- Computer literacy (MS Office)
- Knowledge of Investment industry
- Administrative Skills
- Written and verbal communication skills
- Basic accounting skills
- Problem solving skills

Education

Higher Diplomas: Business, Commerce and Management Studies (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_

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