Customer Service Assistant - FAK at Absa Bank Limited

Job Summary

• Responsible for handling of customer queries & complaints assigned on own work stream related to insurance 
• Complaint Monitoring and resolution is a key role in our service delivery and delivery in treating our customers fairly, it is the channel that keeps the business updated on all issues and concerns faced by the customer and drive any change required in our process or products.

Job Description

CUSTOMER SERVICE SUPPORT 

• To correspond with customers in consultation with the Team Leader/ Unit Head
• 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.
• Share key trends on complaints logged and give recommendations to ensure service improvement.
• Drafting correspondence in response to customer complaints.
• Facilitate investigation of complaints and channel them to various departments or teams for end-to-end resolution within required timelines.
• Deliver excellent and consistent customer service through timely resolution of queries and impeccable phone service.
• Co-ordination with the Claims for approvals / reversals pertaining to customer complaints.

REPORTING & CONTROL 

• Maintain records of customer service and daily updates and correspondences regarding any complaints received.
• 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
• Understand and manage risks and risk events (incidents) relevant to the role.
• Timely review and resolution of outstanding work in progress daily.
• 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 First Assurance/Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

PEOPLE AND TEAMWORK

• Constant liaison with the business network and key stake holders to undertake appropriate measures on complaints and queries assigned on own workstream.
• Ensure individual performance objectives and measures are agreed with line manager.
• Ensure constant performance discussions with Line manager on performance.
• Participate in local events to support local needs, develop individual and team skills and raise the First Assurance profile in the local community
• Pursue continuous self-development

Stakeholder Management 

• 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.
• 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.

Education Qualifications

•     Bachelor's degree Business related or Mass Communication
•     3-5 years customer service experience in General Insurance and/or Financial Services.
•     Excellent analytical skills to enable resolution of unstructured and complex problems.
•     Customer Service Professional qualifications.
•     Insurance qualification – COP and/or ongoing ACII Diploma