Apply by:  

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!

2.  Once you have completed the above finalize your application by clicking apply below

Purpose Statement

1. COMPLAINTS HANDLING

Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines.  Analyse information relating to complaints obtained from various internal stakeholders and identify root causes.  Escalate complaints to relevant internal Departments if necessary.  Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints.  Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases).  Provide timeous feedback to clients throughout resolution of complaints.   Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented. 

2. SERVICE DELIVERY AND CLIENT EXPERIENCE

Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process.  Maintain consistent and high standard of service behaviour to deliver on optimal client experience.   Identify areas of poor client experiences, and work with Team Leader to ensure recovery.  Achieve optimal turnaround time for complaints.  Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.

3. REPORTING

Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting.  Provide complaint information input into the weekly and monthly Management report.  Support Team Leader and Manager with reporting requirements where necessary. 

Minimum:

2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations. Experience in the handling of and managing complaints in line with SLA’s and quality requirements.

Minimum:

Broad knowledge of banking and/or credit products and services. Knowledge of Operational Risk Banking industry Relationship management Complaint handling and conflict resolution Knowledge of client experience and processes Telephony etiquette, especially in potential conflict situations

 

To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.

1. Complaints handling  
2. Service delivery and client experience
3. Reporting

Experience

1. COMPLAINTS HANDLING

Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines.  Analyse information relating to complaints obtained from various internal stakeholders and identify root causes.  Escalate complaints to relevant internal Departments if necessary.  Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints.  Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases).  Provide timeous feedback to clients throughout resolution of complaints.   Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented. 

2. SERVICE DELIVERY AND CLIENT EXPERIENCE

Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process.  Maintain consistent and high standard of service behaviour to deliver on optimal client experience.   Identify areas of poor client experiences, and work with Team Leader to ensure recovery.  Achieve optimal turnaround time for complaints.  Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.

3. REPORTING

Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting.  Provide complaint information input into the weekly and monthly Management report.  Support Team Leader and Manager with reporting requirements where necessary. 

Minimum:

2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations. Experience in the handling of and managing complaints in line with SLA’s and quality requirements.

Minimum:

Broad knowledge of banking and/or credit products and services. Knowledge of Operational Risk Banking industry Relationship management Complaint handling and conflict resolution Knowledge of client experience and processes Telephony etiquette, especially in potential conflict situations

 

To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.

1. Complaints handling  
2. Service delivery and client experience
3. Reporting

Qualifications (Minimum) Simplify and make it easy (Team Contributor) Earn and extend trust (Team Contributor) Plan, deliver and raise the bar (Team Contributor) Curious and continuously learns (Team Contributor) Act, learn and adapt (Team Contributor) Inspire optimism and persistence (Team Contributor) Have courage, disagree and commit (Team Contributor) Build one Capitec team (Team Contributor) Grade 12 National Certificate / Vocational A relevant tertiary qualification in Finance or Business Administration Clear criminal and credit record Attention to Detail Communications Skills Computer Literacy (MS Word, MS Excel, MS Outlook) Interpersonal & Relationship management Skills Problem solving skills Influencing Skills Qualifications (Ideal or Preferred) Simplify and make it easy (Team Contributor) Earn and extend trust (Team Contributor) Plan, deliver and raise the bar (Team Contributor) Curious and continuously learns (Team Contributor) Act, learn and adapt (Team Contributor) Inspire optimism and persistence (Team Contributor) Have courage, disagree and commit (Team Contributor) Build one Capitec team (Team Contributor) Grade 12 National Certificate / Vocational A relevant tertiary qualification in Finance or Business Administration Clear criminal and credit record Attention to Detail Communications Skills Computer Literacy (MS Word, MS Excel, MS Outlook) Interpersonal & Relationship management Skills Problem solving skills Influencing Skills Knowledge

1. COMPLAINTS HANDLING

Resolve all complaints raised on various channels (e.g. social media, in-app, WhatsApp, Hello Peter platforms, and internal escalations) in line with Service Level Agreements and timelines.  Analyse information relating to complaints obtained from various internal stakeholders and identify root causes.  Escalate complaints to relevant internal Departments if necessary.  Apply product knowledge and dispute resolution principles in line with the complaints management framework to find solutions to complaints.  Work within agreed mandate to implement appropriate solution (Team Leader to approve resolution in some cases).  Provide timeous feedback to clients throughout resolution of complaints.   Identify insights of any new complaint types or anomalies or influxes in complaints and provide insights and feedback to Team Leader: Complaints Management and the business where improvement is required so that future complaints are prevented. 

2. SERVICE DELIVERY AND CLIENT EXPERIENCE

Maintain a working knowledge of- and comply to relevant Service Level Agreements (SLAs), quality standards and internal policies and legislation throughout the complaint resolution process.  Maintain consistent and high standard of service behaviour to deliver on optimal client experience.   Identify areas of poor client experiences, and work with Team Leader to ensure recovery.  Achieve optimal turnaround time for complaints.  Raise solutions / preventative measures with various stakeholders Provide input and guidance to staff within the BSC (BB) and other departments on the handling of complaints.

3. REPORTING

Log service requests and client complaints accurately and timely, in order to inform accurate complaint management reporting.  Provide complaint information input into the weekly and monthly Management report.  Support Team Leader and Manager with reporting requirements where necessary. 

Minimum:

2 – 3 years client service experience, with exposure to investigating client complaints and formulating first-line resolutions or recommendations. Experience in the handling of and managing complaints in line with SLA’s and quality requirements.

Minimum:

Broad knowledge of banking and/or credit products and services. Knowledge of Operational Risk Banking industry Relationship management Complaint handling and conflict resolution Knowledge of client experience and processes Telephony etiquette, especially in potential conflict situations

 

To contribute towards reputational risk management and client retention through the effective resolution of client complaints while providing optimal client experience and service recovery.

1. Complaints handling  
2. Service delivery and client experience
3. Reporting

Skills Simplify and make it easy (Team Contributor) Grade 12 National Certificate / Vocational A relevant tertiary qualification in Finance or Business Administration Clear criminal and credit record Attention to Detail Earn and extend trust (Team Contributor) Communications Skills Plan, deliver and raise the bar (Team Contributor) Computer Literacy (MS Word, MS Excel, MS Outlook) Curious and continuously learns (Team Contributor) Interpersonal & Relationship management Skills Act, learn and adapt (Team Contributor) Problem solving skills Inspire optimism and persistence (Team Contributor) Influencing Skills Have courage, disagree and commit (Team Contributor) Build one Capitec team (Team Contributor) Conditions of Employment Simplify and make it easy (Team Contributor) Grade 12 National Certificate / Vocational A relevant tertiary qualification in Finance or Business Administration Clear criminal and credit record Attention to Detail Earn and extend trust (Team Contributor) Communications Skills Plan, deliver and raise the bar (Team Contributor) Computer Literacy (MS Word, MS Excel, MS Outlook) Curious and continuously learns (Team Contributor) Interpersonal & Relationship management Skills Act, learn and adapt (Team Contributor) Problem solving skills Inspire optimism and persistence (Team Contributor) Influencing Skills Have courage, disagree and commit (Team Contributor) Build one Capitec team (Team Contributor)

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.