Resolutions Team Leader
- Western Cape
- Permanent
- Full-time
- Swiftly address and resolve customer complaints related to financial services, ensuring a high level of customer satisfaction
- Communicate with customers regarding rejected claims, demonstrating empathy and understanding towards their circumstances
- Implement strategies to streamline complaint resolution processes and enhance service delivery
- Mediate conflicts and disputes with clients with tact and diplomacy
- Liaise with ombudsman services to address inquiries and requests promptly and accurately
- Collaborate with internal teams to gather necessary documentation and information for dispute resolution
- Monitor social media platforms for complaints and grievances pertaining to our products and services
- Respond proactively to mitigate reputational risks and uphold brand integrity
- Identify underlying issues contributing to complaints and inform stakeholders so they can implement effective solutions to prevent recurrence
- Engage with cross-functional teams to address systemic issues and advise on enhancing operational efficiency
- Lead and inspire a team of professionals to achieve departmental objectives and performance targets
- Matric Certificate
- Previous experience in a customer-facing role within the financial services industry is preferred
- RE5 is a requirement for this position, RE5 will need to be obtained within 3 months of taking this position if you don’t currently have it
- Demonstrated leadership abilities with a track record of successfully managing teams
- Strong analytical skills with keen attention to detail and accuracy
- Excellent communication and interpersonal skills
- Ability to remain composed under pressure and navigate challenging situations effectively
- Genuine commitment to delivering superior customer service and enhancing customer satisfaction