Officer, Debt Review -Inbound at Standard Bank Group

Job Description

• Answer telephone calls in a professional manner & offer assistance.
• Log all clients’ queries within agreed timelines.
• Analyse all logged queries & respond to clients within stated timeframe.
• Escalate unresolved issues for resolution.
• Constantly advise clients on the status of their queries & intended resolution.
• Guide clients on correct processes. Document departmental errors/inefficiencies for corrective action.
• Monitor clients’ feedback & improve satisfaction survey results.Discuss client service improvements with Team Leader and Business.
• Attend and participate in all departmental meetings to review client issues.
• Assist the Team Leader in implementing improved services to the clients.
• Ensure that laid-down instructions are adhered to while providing excellent service within agreed timelines.
• Maintain confidentiality of clients’ information at all times.
• Facilitate the outward payment transaction flows with specific emphasis on fraud avoidance and due diligence on mandates and anti-money laundering guidelines whilst ensuring that agreed turnaround times on payment orders are adhered to.
• Assist the BOL team with the execution of queries regarding password resets and unsuspend users.
• Pay attention to cut off times while facilitating clients’ instructions.

Qualifications

• Completed Matric
• Diploma Business Commerce
• First Degree Business Commerce

Experience

• 3-4 years Sound knowledge of Business processes when dealing with facilitating payments’ instructions for clients and when dealing with client’s queries. Sound knowledge of regulatory requirements while handing client’s queries  Global markets and Personal Banking experience.

Additional Information

Behavioral Competencies

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Developing Expertise
• Documenting Facts

Technical Competencies

• Active Listening
• Customer Reception and Channelling
• Difficult Calls Management
• Electronic Communications & Devices
• Query Resolution