Customer Care Case Officer

Description:

In this role, you will empathetically assist scam victims, investigate incidents, and collaborate with various stakeholders to deliver comprehensive resolutions. You will ensure high-quality customer experiences through clear communication and adherence to regulatory obligations. Additionally, you will contribute to the Total Customer Solution strategy, focusing on customer experience, innovation, and risk management.

In The Role You Will
 

• Proactively assist scam victims with empathy, investigate incidents, and determine appropriate resolutions to minimize ongoing threats and support customers.
• Deliver clear, professional advice and promptly respond to queries, requests, and complaints, ensuring high-quality customer experiences.
• Engage with business stakeholders to maintain awareness of scams, investigate causes, and make evidence-based decisions for comprehensive resolution.
• Provide expertise on scam-related inquiries, suggest preventative solutions, and stay updated on regulatory obligations and legislation.
• Contribute to the delivery of the Total Customer Solution (TCS) and BBA strategy, focusing on customer experience, innovation, operational efficiency, and business prosperity.
• Adhere to BBA’s risk management framework, ensuring data accuracy and reliability, and manage and resolve complaints in line with internal policies and legislative requirements.
  
   

Desired Skills And Experience

About you

You possess extensive customer service experience and proficiency in MS Office Suite, coupled with strong written and verbal communication skills. Demonstrating high emotional intelligence, you excel in teamwork, conflict resolution, and problem-solving.
 

• Relevant tertiary qualifications in finance
• Extensive customer service experience
• Well developed problem solving skills