Complaint Management Consultant

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.

To resolve CHNW SA customer complaints and restore, improve and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk. To ensure that complaints are resolved according to the complaints management resolution processes.

#SBO

Minimum Qualification:

• Diploma in Business Commerce

Experience Required :

• 3-4 years experience in Personal and Private Banking
• Experience in a customer facing service environment (e.g., call centre, branch). Understands the customer distribution network, service processes, products and systems; Ombudsman terms of reference, legislation and its application.

Key Outputs :

• Adhere to control structures to manage risk when dealing with customers via any channel (e.g. telephonically or in writing).
• Adhere to governance procedures when committing the bank to a resolution or outcome that has monetary value or a high risk exposure component.
• Ensure accuracy of information when resolving and capturing complaints. Stay abreast of internal communications
• Identify trends and service breakdowns and highlights the discrepancies to relevant business areas (e.g., Product).
• Resolve escalated complaints received through any channel according to laid-down standards

#SBO

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Examining Information
• Meeting Timescales
• Team Working
  
• Technical Competencies:
• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Query Resolution
• Risk Awareness
• Risk Identification
• Telephone Caller Handling

#SBO