Senior Customer Liaison Officer

Duties and Responsibilities

-Compile daily reports and log incidents using the incident tracker.
-Communicate effective feedback to stakeholders through emails or telephone calls.
-Analyze and identify the source of queries, determining appropriate actions for resolution.
-Maintain a high standard of Service Level Agreement adherence.
-Identify and recommend opportunities for process, system, and policy enhancements, supporting their implementation.
-Stay informed about legislative changes and industry updates by actively engaging with relevant newsletters, websites, and attending sessions.
-Embrace and demonstrate Nedbank's vision and values in interactions with teams and stakeholders.
-Contribute to a transformation-friendly culture by participating in Nedbank Culture building initiatives.
-Support corporate social responsibility initiatives aligned with key business strategies.
-Enhance personal capability through continuous learning, participating in training courses, and staying updated on industry developments.
-Share knowledge within the team to ensure accurate information is provided to stakeholders.
-Monitor and adapt skills on the Customer Management Service tool (AVAYA) based on business needs.
-Provide education to branch staff through coaching and mentoring as needed.
-Receive and analyze stakeholders' queries via emails, telephone, and customer service desk.