Stanbic IBTC Bank recruitment for Graduate Client Communication Officers

Stanbic IBTC Bank is
a leading African banking group focused on emerging markets globally. It has
been a mainstay of South Africa’s financial system for 150 years, and now spans
16 countries across the African continent.

success
reflects our commitment to the latest solutions, the best people, and a
uniquely flexible and vibrant working culture. To help us drive our success
into the future, we are looking for resourceful individuals to join our
dedicated team at our offices.

• Responsible
  for treating and responding to emails received via the Pension Solution
  mailbox and handling live chats received via the website.
• Update
  client details as requested by the client and ensure that client details
  are correct and up to date while maintaining the confidentiality of client
  information.
• All
  correspondence sent by clients are to be responded to within approved
  SLAs, providing correct and adequate information to the clients in
  responding to their requests, enquiries and complaints as they relate to
  their Retirement Savings Account and other funds managed by SIPML.

• Treating
  all emails received in the Pension Solution mail box within defined SLAs
• Prompt
  responses to live chats from the website
• Treating
  all client letters and other letters received within defined SLAs
• Make
  all client details changes as requested by clients via emails or letters
  correctly and ensure that clients’ details are correct and up to date
  based on interactions with clients via emails and letters
• Protects
  the organization’s value by ensuring confidentiality of client information

• Ensure
  proper logging of all client interactions and classification of requests,
  enquiries and complaints
• Ensure
  that all logs and reports are correctly filled to aid the unit’s daily,
  weekly, monthly and quarterly reporting as required
• Ensure
  proper and timely execution of assignments delegated by the team lead/unit
  head

• Compliance
  with all SLAs and reporting timelines both internal and external
• Positive
  feedback and ratings from customers through customer surveys
• Positive
  feedback and ratings from internal reviews, audits, mystery shopping etc.

• Bachelor
  of Science in Business Administration or any relevant subject
• Knowledge
  of the Pension Reform Act 2014 and related guidelines
• Computer
  literacy, the efficient use of Microsoft Excel, MS Word etc

• Work
  experience in a customer service related function will be an added
  advantage

• Strong
  communication skills i.e. well-developed verbal and written communication
  skills
• Excellent
  client and networking skills
• Strong
  time management skills with an appropriate sense of urgency and
  proactivity
• Attention
  to details
• Superb
  organizational skills and the ability to multitask