Absa: Collections Customer Experience Officer

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  • Tempo Inteiro
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Bring your possibility to life! Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework ,internal Policies and Policy Standards and act as a liaison ,resolution officer for the Collections Customer Department regarding customer, Complaints and reputational risk management.

 

Job Description

  • Handle Retail Bank Collections complaints received (from Compliance, Branches, Customers etc.);
  • Attend to all complaints evidencing possible reputational risk timeously and professionally in an endeavor;
  • Escalate matters to the Head of C&R where resolution may not be achieved;
  • Interact with the respective segments in order to resolve the customer complaints within agreed Turnaround time;
  • Consolidate data to track progress and status of all complaints and activities in the weekly/monthly report and provide any commentary & progress update needed to contextualize the data used in the report
  • Interact with internal and external clients when concluding complaints, and track all the complaints;
  • Update the In House systems with all details pertaining to complaints received and status thereof;
  • Handle all complaints and resolve timely to ensure that the customer concerns are addressed and that the bank is able to recover from the complaint lodged by the customer;

 

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)

 

How to Apply:

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