Job Purpose
- To provide resolution on escalated queries and complaints that are raised by customers and/or Business partners, within the agreed turnaround times, and to ensure that ongoing feedback is provided until finalization.
- Supporting CCC & Business team with the objective of providing fulfillment on escalated queries to ensure urgent finalization.
Key Responsibilities/Accountabilities
- Weekly service themes to be shared with Marketing by Wednesday and distributed by Marketing on Friday
- Support the network and be part of the weekly themes
- Drive and improve Customer service Measures
- To determine and improve the effectiveness of all customer service activities across all customer touch points to ensure that we reach the country Service targets
- Drive Net Promoter Score (NPS) and Verbatim NPS feedback
- By driving the implementation of the customer service strategy across the PBB business to ensure customer experience consistency across all segments as per the customer value propositions (CVP’s) and having a clear communication Plan for Verbatim feedback.
- Queue Management strategies.
- Drive Sales force usage & Sunset principle at the branches, Private Banking, Elite, VAF and Home Loans
- Take ownership of the resolution of the escalated queries which have breached the agreed Turn Around Time (TAT)/Service Level Agreement (SLA).
- Ensure detailed understanding of all processes from an Origination and Service perspective.
- Ensure detailed understanding of various products to resolve the escalated queries within the agreed turnaround time.
- Ensure that escalated queries are fulfilled by the Support team, except for high-risk matters falling outside of their segregation of duties. These must be referred to the line manager and should be treated as priority and resolved within turnaround times.
- Ensure compliance to all procedures, processes and legislative compliance to minimise losses.
- To provide resolution on escalated queries and complaints that are raised by customers and/or Business partners, within the agreed turnaround times, and to ensure that ongoing feedback is provided until finalization. Supporting CCC & Business team with the objective of providing fulfilment on escalated queries to ensure urgent finalization.
- Detect and identify gaps within the various production lines, by providing an analysis on escalated queries received
- Action all applicable work items received and ensure they are processed within agreed time frames.
- Ensure that all applicable escalated matters are resolved correctly the first time.
- Track MIS stats and provide feedback on a weekly basis.
- Track quality errors by production line and suggest corrective measures
- Stay abreast of procedures, practices and guidelines in the bank by attending the required training, implementing feedback received and attending and contributing in team initiatives.
- Ensures that service requests in personal worklist are actioned within agreed timelines
Preferred Qualification and Experience
Degree in Business Management or related field.
At least 4 to 5 years general banking experience with exposure to various products
Experience in directly serving customers
Good experience in Stakeholder management
Knowledge/Technical Skills/Expertise
- Strong understanding of Service Management
- Impeccable work ethic
- Thorough knowledge of a full range of products
- Thorough knowledge of the Code of Banking Practice
- Knowledge and understanding of the Branch Practice
- A very good understanding of banking principles, procedures, processes, service and products.
- Sound understanding of MIS
Apply here!