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Job Summary

To drive and deliver a radical customer service in the organization by streamlining complaint handling process and initiate process and product improvements.

Job Description

Main accountabilities

Service Improvement

• Attend to customer complaints communicated and recorded through the Complaints Handling System, email, letter, phone or any other complaints channel
• Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
• Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
• Provide ongoing feedback on customer service to all levels within the business, ensuring an integrated country effort around service initiatives.
• Ensure 80% of all complaints are handled and resolved within 3 days, 95% of the complaints are resolved within SLA.
• Provide support to contact center agents where required for business continuity
• Assist Customer Insight team to conduct customer research.
• Deal directly with Customers either by telephone, email, letter or in some cases face to face
• Be responsible for complaint capturing, tracking and monitoring for timely resolution, and feedback to complaint manager upon critical complaint
• Respond promptly to customers inquiries, follow up on customers interactions and provide feedback
• Ensure complaints handling process is followed. Complaints are properly and timely logged on Complaints Handler System, and in the complaint database.
• Be responsible of Missing details. Make sure the Branch concerned provide the missing details timely
• Responsible for reduction of TAT and increase of complaint s Resolution Rate
• Ensure Acknowledgement, Holding and resolution letters are issued timely and captured in complaints handling system
• Ensure Standard process and procedures are adhered, call handling procedure and telephone etiquette
• Management of complaint database, ensure it is updating all the time with no error made
• Create and lead a revolution in customer service, which is the envy of our competition, and actively support and monitor outlet champions in their pursuit of complaints resolution.
• Represent a central point of reference, best practice and ownership in the business for complaints while constantly reaffirming the importance and profile of complaints in the organization.
• Manage and run any change initiatives relating to service and complaint s handling
• Ensure service deliverables have been imbedded in all products and processes

Developing Capability

Provide active and inspiring leadership to service team in-country. Be a visible advocate of service for the team, role modelling all behaviors as related to customer service.

Reporting & Control

• Ensure reporting (daily, monthly and quarterly reports) is adhered to as per the internal and regulatory complaints handling mechanism requirement.
• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future.
• Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• All mandatory training completed to deadline
• Adherence to complaints handling process and all related procedures to achieve competent score in quality assurance

Technical skills / Competencies

Excellent communication skills – Verbal & Written

Interpersonal Skills

Problem analysis and Problem solving

An instinctive inclination & orientation towards service.

Stakeholder Management

Adaptability, Attention to detail and accuracy

Excellent Presentation skills both written and oral.

Knowledge, Expertise and Experience

Essential

• Excellent communication, Presentation & Interpersonal skills both written and oral
• Knowledge of Customer Service Principles and Practices
• Knowledge of relevant computer applications
• Product Knowledge (RBB & CIB)
• Previous service-orientated, customer-facing role
• Front line experience

Experience, qualifications and other requirements specific to the role

• A good understanding of the various functions in the bank e.g. Retail, Corporate, and Operations & Technology.
• Have understanding and worked with various other financial institution to understand the dynamics.
• Understanding of Customer Relationship Management systems and process improvement initiatives Ability to implement projects / programs according to set objectives & timelines, across a wide business platform.

• Ability to handle all types of customers and their expectations i.e bitter/ upset and angry customers

*Entrants without formal accreditation will be expected to achieve accreditation within 6 year of entry proven coaching and development skills Preferred

Preferred

Absa Values

Absa’s Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)