Consultant, Complaints Onboarding

<h3>Company Description</h3>Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that 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. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.<h3>Job Description</h3><p>To ensure all calls are answered with the agreed SLA. To ensure the AR (Abandonment rate) is achieved.To show empathy to clients. Meet all quality assurance standards.</p><h3>Qualifications</h3><ul><li>Completed Matric</li><li>A Business-related qualification would be an advantage. </li></ul><p><strong>Experience</strong></p><ul><li>Working knowledge on the effective application of the Complaint Management Process and Complaints management Framework</li><li>1-2 year call centre experience</li></ul><h3>Additional Information</h3><p><strong>Behavioural Competencies</strong></p><ul><li>Ability to source, analyse and act on one’s knowledge of the customer.</li><li>Ability to create and maintain quality customer interactions.</li><li>Ability to elicit and appropriately act upon customer feedback.</li><li>Ability to analyse a single source of customer information to assess potential customer needs.</li><li>Ability to effectively communicate with customers via various channels and display knowledge of the entire bank value chain and how hand-offs work between business areas.</li></ul><p><strong>Technical Competencies </strong></p><ul><li>Computer literate </li><li>Business acumen </li><li>Quantitative and numerical skills</li><li>Good communication skills</li><li>Decision making skills<br/>  </li></ul>