Associate Specialist Contact Centre Consumer Banking Technology And Operations

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Key Responsibilities

• Serve as the primary point of contact for dissatisfied customers, demonstrating empathy and a commitment to resolving concerns on the first contact
• Conduct thorough investigations into complaints that cannot be resolved immediately, gathering information from relevant bank units and employees to ensure a comprehensive understanding of the issue
• Manage the complaint process from the initial contact to the final resolution, ensuring a seamless and efficient experience for the customer
• Identify trends and patterns in customer complaints, and work collaboratively with the team to implement process improvements and enhance the overall customer experience
• Maintain detailed records of all customer interactions and complaint resolutions, ensuring compliance with internal policies and regulatory requirements
• Provide regular updates and reporting to management on the status of customer complaints and the effectiveness of the complaint resolution process
  
  

• Minimum 5 years of experience in a customer service or complaint handling role, preferably within the banking or financial services industry
• Strong communication and interpersonal skills, with the ability to effectively engage with customers, colleagues, and stakeholders at all levels
• Excellent problem-solving and analytical skills, with the ability to quickly identify the root cause of issues and develop effective solutions
• Demonstrated ability to work independently and as part of a team, with a focus on delivering high-quality customer service
• Proficient in the use of relevant software and systems, with the ability to maintain accurate records and generate reports as required
• Thorough understanding of the banking industry, regulatory requirements, and best practices in customer complaint management