Officer, Complaints Specialist, Customer Centre, Consumer Banking

Business Function

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 Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

Serve as the primary point of contact for customers who have inquiries, concerns, or complaints related to their banking experiences

Actively listen to customer issues, demonstrate empathy, and work diligently to understand the root cause of the problem

Investigate and research customer cases thoroughly, leveraging internal systems and resources to gather relevant information

Propose and implement appropriate resolutions to address customer concerns, ensuring a positive outcome

Maintain detailed records of customer interactions and case progress, adhering to the bank's policies and procedures

Collaborate with cross-functional teams, such as operations and product management, to identify and address systemic issues

Provide feedback and recommendations to management to help improve the overall customer experience

Requirements

Excellent communication and interpersonal skills, with the ability to interact with customers from diverse backgrounds

Strong problem-solving and analytical skills, with the ability to think critically and find creative solutions

Demonstrated experience in a customer service or complaints handling role, preferably in the banking or financial services industry

Proficient in using various software applications and customer relationship management (CRM) systems

Ability to work in a fast-paced, high-volume environment and manage multiple tasks and priorities effectively

Commitment to providing exceptional customer service and a genuine desire to help resolve customer issues

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Schedule: Full-time

Travel: