Job at standard Bank Group - Consultant Customer Care Centre

Consultant Customer Care Centre

Job Details

Retail & Business Banking

Job Purpose

To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.

Key Responsibilities/Accountabilities

Receive customer queries through any contact channel and ensure they are answered within set SLA.
Respond to customer queries through any contact channel while maintaining the set quality standards.
Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
Follow the escalation process to ensure queries get resolved within the set and agreed SLA
To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
Report working tools that are not in working condition to the Team Leader / IT for attention.

Preferred Qualification and Experience

Knowledge