Capitec Bank Call Centre Complaints Management Officer

Capitec Bank Call Centre Complaints Management Officer

Capitec Bank Call Centre Complaints Management Officer

Capitec Bank is on the lookout for a dynamic, self-motivate team member sharing our passion for excellent client service. To provide excellent service to the Capitec Bank clients, branch network by attending to telephonic/ written enquiries and complaints within the agreed service levels.

Purpose of the Role To provide reputational risk management and client retention through resolving client complaints and providing optimal client experience and service recovery.

Capitec Bank is on the lookout for a dynamic, self-motivate team member sharing our passion for excellent client service. To provide excellent service to the Capitec Bank clients, branch network by attending to telephonic/ written enquiries and complaints within the agreed service levels.

This will be achieved by ensuring that a focused, high performance / high commitment environment is developed and sustained across the department in accordance to set business standards
Qualifications A 3 year degree in either Financial Management/ Operational Risk Management / Risk and Compliance Management or similar field would be ideal
Experience 3 to 5 years client service experience, with a high level of exposure to investigating client complaints and formulating resolutions or recommendations.
Knowledge and skills Excellent telephonic communication skills (clarity, pace, pitch and tone of voice will be used for short listing purposes)

• Knowledge of the following:
o Financial industry
o Relationship management
o Complaint handling and conflict resolution
• Business writing skills
• Communication skills (verbal and written) in English and Afrikaans
• Computer Literacy (MS Word, MS Excel, MS Outlook) at least at intermediate level
• Commercial awareness
• Client service orientation
• Planning and organising skills
• Analytical skills
• Coaching & mentoring skills
• Negotiation and persuasion skills
• Interpersonal and relationship management skills
Additional Requirements • Logical / systematic approach
• Attention to detail (accuracy)
• Able to work under pressure
• Emotional resilience
• Sense of urgency and immediacy
• Ability to work in an open plan environment
• Ability to work independently and as part of a team
• Willing and able to work extra hours, outside normal business hours as and when required
• Clear credit and criminal record

How to Apply

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