BANKING

Capitec Bank Is Recruiting Complaint Management Officer

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Capitec Bank Is Recruiting Complaint Management Officer

Capitec Bank is a South African retail bank. As of August 2017 the bank was the second largest retail bank in South Africa, based on number of customers, with 120,000 customer opening new accounts per month.

Purpose of the Role

To manage the Complaint Management and Social Media engagement functions with the aim to provide reputational risk management and client retention through resolving client complaints and providing optimal client experience and service recovery.

Qualifications

National Senior Certificate (Grade 12) or National Certificate (Vocational)
3 year degree in Financial Management, Operational Risk Management, Financial Institutions Management, Strategic Management, Governance or Risk, Compliance Management, Business Management

Experience

At least 3-5 years’ experience in managing and leading a team within a similar environment
Experience in the handling of and managing high volumes of escalated complaints is essential

Knowledge and skills

Complaint handling
Social media engagement
Financial industry
Leadership best practices
Relationship management
People management and development
Management of back office / support departments
Communication skills (verbal and written) in English and Afrikaans
Computer Literacy (MS Word, MS Excel, MS Outlook)
Client service orientation
Commercial awareness
Negotiation and persuasion
Problem solving
Interpersonal and relationship management skills
Attention to detail (accuracy)
Planning, organising and implementation skills
Team orientation
Adaptable and flexible
Emotional resilience
Influencing skills
Leadership and Development skills
Analytical and diagnosing skills
Coaching & mentoring skills
Budgeting and resource planning
Additional Requirements Willingness to travel
Driver’s license and own vehicle
Clear credit record
Clear criminal record
Able to work in an open plan environment
Must have fingerprints which are detectable / recognisable on Capitec Bank’s internal electronic banking system

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How To Apply:

Interested Applicant Should Apply Here

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