Customer Experience Consultant at Absa Bank Limited

Job Summary

Responsible for managing all aspects of customer experience, including daily dispatch of customer communications, processing of service requests, resolution of queries and complaints an organizing customer event. Ensures a seamless and positive experience for all customers and stakeholders through efficient, empathetic, and proactive support.

Job Description

Accountability:  Customer Service Support (50%)

• To correspond with customers in consultation with the Team Leader
• Undertake daily actioning of queries and complaints streamed on the complaints and query management system daily.
• Attend to walk in customers and incoming calls streamed to the helpdesk daily.
• Adhere to the query and complaint categorization and response standards to ensure client queries and complaints are dealt and recorded timeously, efficiently, and professionally.
• Share key trends on queries and complaints logged and give recommendations to ensure service improvement.
• Facilitate investigation of complaints and channel them to various departments/teams for end-to-end resolution within required timelines.
• Deliver excellent and consistent customer service through timely resolution of queries and impeccable phone service.
• Provide superior customer service by proactively and timeously closing out queries and complaints as per Absa service standards and complaint handling policy.

Accountability: Policy Holder Services (30%)

• End-to-end processing of all amendments and reinstatements within the required turnaround time
• End-to-end processing of all cancellation for risk products within the required turnaround time
• Conduct out-bound communication to clients through email, phone calls & SMS.
• Provide sales referrals for cross selling and upselling.
• Execute ALAK client fulfilment, retention, and win-back strategy to increase client lifetime value.
• Organize and execute customer experience vents to enhance customer satisfaction and loyalty.
• Identify opportunities to improve customer experience and recommendation to management.

Accountability:  Reporting and Control (10%)

• Maintain records of customer service and daily updates and correspondences as per ALAK service categories from time to time.
• Adherence to service level agreements on any duties assigned.
• Maintain records of walk-in customers and incoming calls and ensuring timely login on the Complaints and query management system.
• To perform Weekly, Monthly and Quarterly snap checks
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.
• Timely review and resolution of outstanding work in progress daily.
• Represent queries and complaint in the company’s root cause analysis committee.
• Delivering operational excellence in achieving quality, cost, and service standards on assigned work.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

Accountability:  Stakeholder Management (5%)

• Constant liaison with the business network and key stake holders to undertake appropriate measures on complaints and queries assigned on own workstream.
• To ensure that the Team Leader is fully assisted in any assignments given.
• Identify complaint trends and share with management to enhance customer service.
• To ensure that the Team Leader is fully assisted in any assignments given.
• Identify complaint trends and share with Team Manager to enhance customer service.
• Coach and train fellow staff members in areas where you have experience.

Accountability:  Coordination with sales intermediaries (5%)

• Attend sales meetings/intermediary trainings and pick critical issues raised and channel to concerned departments.
• Advisory on ALAK digital solutions for high adoption onboarding and self-service.
• Maintain resolution tracker for intermediary issues raised in service meetings as per schedule.
• Prepare scheduled or ad hoc business reports to track Intermediary performance metrics and identify trends.
• Align service delivery to the intermediary model.

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)