Purpose Statement

• To process, investigate and resolve customer complaints and queries in an efficient manner 
• To provide a high level of service and improve the customer experience for Rental Finance customers
• Processing and managing of special daily debit orders

Experience

Minimum: 

• 2 years’ experience in a complaint/query resolution capacity
• Customer care and service protocol (including telephone query resolution etiquette)

Ideal

• 2+ years banking experience, in a complaint/query resolution capacity
• Customer service experience and administration in a Business Services environment
• Exposure to BaNCS, Debit Card (Postilian), Credit Card systems (CQLS) advantageous

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Certification in Communication

Knowledge

Minimum: 

• Knowledge of banking products
• Customer services principles
• Complaint / query resolution processes  

Ideal:

• Call centre processes, systems and procedures.
• Understanding of business services and banking products
• Good understanding of the entire MBL product and service range

Skills

• Communications Skills
• Attention to Detail
• Problem solving skills
• Influencing Skills
• Interpersonal & Relationship management Skills