Officer: Customer Resolution at Capitec Bank

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

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

• 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