Social Media Consultant Job at African Bank in Johannesburg

Job Title: Consultant: Social Media
Job ID #: 1093    
Job Vacancy Type: Permanent
Province: Gauteng    
Contract Duration: N/A
Region: Johannesburg North

Job Description

To resolve and refer all client queries, which are received  via Social Media Channels focusing on excellent and professional client service within the pre-defined turn around time and Service Level Agreement

Job Requirements

PREFERRED MINIMUM EXPERIENCE


    3 years experience as a Consultant in a back office within a Financial services environment


CRITICAL COMPETENCIES


    Knowledge and understanding of South Afican .:



        NCA (Basic)

        CPA

        Section 74 of the Magistrates Court Act

        Legal processes

        Consumer Regulatory Requirements

        Consumer rights

        Credit bureau environment



    Query resolution skills

    Telephone Etiquette

    Computer literacy

    Conflict handling skills

    Team Orientation

    Analytical skills

    Proficiency in English

    Problem solving skills

    Sense of urgency

    Client Centric Approach

    Advance business writing skills


FUNDAMENTAL COMPETENCIES


    Communication skills (written and verbal)

    Resilience

    Stress tolerance

    Interpersonal skills

    Listening skills

    Client orientation

    Sense of urgency


ADDITIONAL COMPETENCIES


    Knowledge and understanding of African Bank policies, systems, processes and procedures:

        Complaints procedure

        Credit Card and Loan Policies and procedures

        Legal and collections processes

        Phoenix

        Exactus

        CIC



    Knowledge and understanding of African Bank systems:

        CIC

        Exactus

        CS workflow

        Phoenix

        Tallyman

        Gazelle



    Excellent Communication skills (written and verbal)

    Customer liaison skills

    Resilience

    Stress tolerance

    Interpersonal skills


SPECIAL REQUIREMENTS


    Shift work


KEY RESULTS AREA

Service Request Handling


    Handle queries received via all Social Media Channels fax, email, SMS, branches

    Identify the need of the client from the query workflow

    Liaise with other departments and third parties on behalf of clients as per mandates or flags

    Update on spreadsheet or log if relevant

    Communicate status feedback to appropriate stakeholders

    Channel or close the query according to script on CS Workflow

    Escalate identified queries to supervisory group for actioning

    Wrap up query type of CS Workflow

    Identify queries that needs Management approval and escalate within the turn around time and attach the signed off approval document to a CS incident

    File the document


Targets


    Maintain the quality targets as per agreed SLA’s in respect of :

        Accuracy of data captured

        Accuracy of information provided to the client

        Turn Around Times of client queries



    Maintain daily quantity targets as per agreed SLA’s in respect of :

        Incidents resolved and closed




Quality and Audit


    Maintain Quality standards

    Adhere to Audit standards


Resolution of complaints


    Analyse complaints received from various sources

    Identify issues in respect of the complaint and obtain documents from relevant departments

    Analyse account (including financial calculations) and documents for any illegalities or unethical practices or errors

    Determine a finding based on legality and on the grounds for fairness and effect a correction of account where appropriate within mandates or refer to direct manager for approval or further auctioning

    Refer all matters that are outside of the turnaround times to direct manager for resolution

    Respond in writing to all written complaints and where no mandate for independent written communication exists refer the draft letter to the authorised person for editing

    Escalate complaints that require further input to the direct manager in the event of the consumer being dissatisfied with the outcome

    Finalise resolution via telephonic or written response and update database and Exactus/CS Workflow with outcomes


How to Apply:

https://careers.peopleclick.eu.com/careerscp/client_africanbank/external/jobDetails.do?functionName=getJobDetail&jobPostId=1889&localeCode=en-us

Deadline: 16/02/2014