ESSENTIAL FUNCTIONS

• Ensure the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Complaints.
• Ensure that investigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and service within agreed timescales
• Be proactive in the development and implementation of corporate policies to improve customer satisfaction.
• Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.
• The post holder will use initiative in the day to day working as it may deal with sensitive or contentious issues such alleged negligence and be speaking with complainants who may be angry or upset.
• Using appropriate methods to investigate sensitive complaints
• Ensuring that every customer receives a positive customer experience on every contact.
• Monitoring the implementation of the complaint’s decision, remedy, and recommendations on service delivery at all times.
• Perform other duties as required

JOB REQUIREMENT

LLB in Law/BA in Psychology and other related fields with 3.5 years of experience in relevant fields preferably in banking industry