Full time job in Stanbic IBTC Bank [Apply Here]

Job Description

Job purpose

Job in Stanbic IBTC Bank: To Manage and harmonize the resolution of customer complaints and represent all customer facing areas of the bank, driving consistency and responsiveness in the way complaints are handled.

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Key responsibilities

• Develop and implement a centralized complaints management process
• Take ownership of implementing a complaint management culture bankwide.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Build strong links with the bank’s different departments to enable seamless resolution of complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Keep record of customer complaints and how they were resolved
• Periodic root – cause analysis
• Develop initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Conduct a needs analysis to identify customer needs effectively when resolving complaints.
• Ensure proper record keeping in terms of regulatory requirements.
• Weekly complaints management report to be submitted