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Position

Complaints Resolution Officer

Details

Location: 

Cape Town, ZA

Date:  15-Jul-2021
Reference: 

Requisition Details & Talent Acquisition Contact

110411 - Debbie Fuyani

 

Location

Cape Town - V&A Waterfront

Cluster

Nedgroup Investments

Career Stream

CALL CENTRE (Service)

Leadership Pipeline

Manage Self: Technical

Position

Complaints Resolution Officer - 12 Months Maternity Cover Contract

Job Purpose

Nedgroup Investments Client Services Team is looking for an experienced Complaints Resolutions Office within a sound technical understanding of collective investment schemes and retirement products.

Job Responsibilities

  • Adhere to the daily schedule to ensure that targets are met by following the work plan.
  • Follow Nedbank processes and values such as honesty; integrity; accountability; respect and pushing beyond boundaries when answering calls and when dealing with internal and external relations.
  • Escalate all unresolved queries to management by logging the case on the system.
  • Answer 90% of all calls within 60 seconds (90/60) as per Service level Agreements (SLA) Generate lead targets required on a month to month basis by offering products to the clients.
  • Prevent losses that may occur in the business by being vigilant and making sure all calls are logged correctly.
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
  • Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
  • Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
  • Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
  • Keep up to date with risk standards by reading; understanding and completing the updated manuals every time they are sent out and agreeing to the terms.
  • Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
  • Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
  • Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
  • Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
  • Understand the nature of the client's query by reiterating the key points raised by the client.
  • Give continuous feedback to management and the back office and ensure that stakeholders are also updated through communication of information required by the different stakeholders.

Essential Qualifications - NQF Level

  • Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Bachelors Degree Finance/Accounts/Related

Minimum Experience Level

2-3 years working experience in a Complaints Resolution role within the Asset Management space.

Technical / Professional Knowledge

  • Administrative procedures and systems
  • Relevant regulatory knowledge
  • Relevant software and systems knowledge
  • Business writing skills
  • Banking knowledge
  • Banking procedures
  • Cluster Specific Operational Knowledge
  • Business principles
  • Business terms and definitions
  • Governance, Risk and Controls

Behavioural Competencies

  • Building Customer Loyalty
  • Communication
  • Technical/Professional Knowledge and Skills
  • Managing Work
  • Adaptability
  • Quality Orientation

Declaration

Preference will be given to candidates from the underrepresented groups

Please contact the Nedbank Recruiting Team at +27 860 555 566

 

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Please contact the Nedbank Recruiting Team at +27 860 555 566

 

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