Job Description

We are seeking a proactive and people-focused

Resolutions Team Leader

to join our team in the financial services sector. In this role, you will be responsible for leading a team that handles high-level customer service queries, ombudsman-related matters, and service escalations from social media. You will drive accountability, service excellence, and quick turnaround times while ensuring a customer-centric approach in every interaction.

Responsibilities

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