Client Experience Officer - Cape TownFull job descriptionJob DescriptionTo create win-win situations with customers through resolving customer queries and/or complaints in order to retain the relationshipDemonstrate cost consciousness and awareness of personal contribution to costs and productivity Identify and escalates potential risks that may lead to increased costsPrevent wastage and identify process improvements to contain and reduce costsEstablish relationships with relevant individuals and departments to deliver on work expectationsAdhere to relevant service level agreements to build trust in the relationshipInvestigate new ways to optimise processesFlag opportunities to migrate to platform and supports the use of technology in process and system improvementsDraw on knowledge and experience to identify and develop solutions that lead to improved service delivery and qualityExecute own work in accordance with the organisational values and code of ethicsComply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of workProduce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standardsWork with enhanced processes and procedures to maintain operational efficienciesDeliver work in an accurate manner to ensure consistent resultsDraw on knowledge and experience to identify and develop solutions that leads to improved service delivery and qualityAdhere to quality standards, turnaround times and Company policies and proceduresComplete relevant administration, reporting and updating of information accurately and on timeProvide timeous reports on operations, performance and audit findingsReport on transactional activity progression within set guidelines to provide timely information for decision making in area of accountabilitySeek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gapsCreate own personal development plan and review plan with team leader or managerUnderstand which competencies and skills are required to be mastered to ensure personal development and performanceKeep abreast of learning opportunities, changing products and trendsJob DetailsApplication Closing Date27/04/24All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
