Complaint Management Consultant

Standard Bank Offshore is the offshore arm of the Standard Bank Group, a leading Africa focused financial services group, and an innovative player on the global stage. Our international Banking, Lending, Investment, Fiduciary and Wealth Management services offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals.

Our clients range from individuals to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa and SBO is perfectly positioned to support the growth of our organisation from our office in the Isle of Man, Jersey, London, MAUs and South Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.

To resolve CHNW SA customer complaints and restore, improve and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk. To ensure that complaints are resolved according to the complaints management resolution processes.

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Minimum Qualification: 

• Diploma in Business Commerce

Experience Required :

• 3-4 years experience in Personal and Private Banking
• Experience in a customer facing service environment (e.g., call centre, branch). Understands the customer distribution network, service processes, products and systems; Ombudsman terms of reference, legislation and its application.

Key Outputs :

• Adhere to control structures to manage risk when dealing with customers via any channel (e.g. telephonically or in writing).
• Adhere to governance procedures when committing the bank to a resolution or outcome that has monetary value or a high risk exposure component.
• Ensure accuracy of information when resolving and capturing complaints. Stay abreast of internal communications
• Identify trends and service breakdowns and highlights the discrepancies to relevant business areas (e.g., Product).
• Resolve escalated complaints received through any channel according to laid-down standards

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Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Examining Information
• Meeting Timescales
• Team Working
   
• Technical Competencies:
• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Query Resolution
• Risk Awareness
• Risk Identification
• Telephone Caller Handling

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