Officer, Customer Resolution - Capitec Bank

eg. Accountant or Accounting or Kempinski



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Purpose Statement

  • To process, investigate and resolve customer complaints and queries in an efficient manner 

  • To provide a high level of service and improve the customer experience for Business Banking customers

Experience

Minimum: 

  • 2 years’ experience in a complaint/query resolution capacity

  • Customer care and service protocol (including telephone query resolution etiquette)

Ideal

  • 2+ years banking experience, in a complaint/query resolution capacity

  • Customer service experience and administration in a Business Services environment

  • Exposure to BaNCS, Debit Card (Postilian), Credit Card systems (CQLS) advantageous

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Qualifications (Minimum)

  • Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

  • Certification in Communication or Communication

Knowledge

Minimum: 

  • Knowledge of banking products

  • Customer services principles

  • Complaint / query resolution processes  

Ideal:

  • Call centre processes, systems and procedures.

  • Understanding of business services and banking products

  • Good understanding of the entire MBL product and service range

Skills

  • Communications Skills

  • Attention to Detail

  • Problem solving skills

  • Influencing Skills

  • Interpersonal & Relationship management Skills

Competencies

  • Persuading and Influencing_Negotiating Agreements

  • Coping with Pressures and Setbacks_Maintaining Work-Life Balance

  • Delivering Results and Meeting Customer Expectations_Meeting Basic Work Expectations

  • Analysing_Evaluating and Implementing Ideas

  • Persuading and Influencing_Making Convincing Arguments

  • Coping with Pressures and Setbacks_Managing Stress

  • Following Instructions and Procedures_Accepting Direction

  • Analysing_Using Math

  • Working with People_Sharing Information

  • Analysing_Working with Financial Information

  • Delivering Results and Meeting Customer Expectations_Serving Customers

  • Following Instructions and Procedures_Following Policies and Procedures

  • Working with People_Resolving Conflict

  • Working with People_Adapting to Others

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  • Working with People_Showing Caring and Understanding

  • Analysing_Critical Thinking

  • Analysing

  • Persuading and Influencing

  • Presenting and Communicating Information

  • Delivering Results and Meeting Customer Expectations_Delivering High Quality Work

  • Following Instructions and Procedures

  • Analysing_Testing and Troubleshooting

  • Analysing_Reading Effectively

  • Following Instructions and Procedures_Managing Risk

  • Following Instructions and Procedures_Managing Time

  • Working with People_Teaching

  • Coping with Pressures and Setbacks

  • Working with People_Demonstrating Appreciation

  • Presenting and Communicating Information_Communicating Effectively

  • Working with People_Demonstrating Self-Insight and Awareness

  • Working with People_Attentive Listening

  • Working with People_Building and Supporting Teams

  • Working with People_Assessing and Understanding People

  • Following Instructions and Procedures_Managing Meetings

  • Working with People_Managing from a Distance

  • Coping with Pressures and Setbacks_Displaying Confidence and Composure

  • Persuading and Influencing_Making a Strong Impression

  • Working with People_Supporting Coworkers

  • Following Instructions and Procedures_Working Safely

  • Analysing_Thinking Broadly

  • Presenting and Communicating information_Presenting and Public Speaking

  • Coping with Pressures and Setbacks_Demonstrating Tenacity and Perseverance

  • Analysing_Solving Complex Problems

  • Delivering Results and Meeting Customer Expectations_Championing Customer Needs

  • Delivering Results and Meeting Customer Expectations

  • Working with People

Conditions of Employment

  • Clear criminal and credit record

  • Willing to work regular shifts or weekends or rotational standbys

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