Técnico de Serviço de Cliente
Core
Investigate, diagnose, and resolve end-to-end customer assistance requests, issues, and complaints to ensure positive experiences and minimize risks for Standard Bank Angola.
Role type
Senior Customer Service Specialist (Financial Services)
Builds
Customer support workflows and risk mitigation strategies
Domain
Banking and Financial Services
Deliverable
client delivery
Required skills
Root cause analysis, SLA management, stakeholder collaboration, risk identification, regulatory compliance, technical product knowledge, conflict resolution, data interpretation, proactive problem solving, documentation
Preferred skills
Process improvement, cross-functional integration, innovative solution design
Responsibilities
Verify customer authority for account changes, register and track inquiries in the management system, prioritize and resolve escalated complaints, identify recurring incidents and recommend service improvements, interact with clients to provide feedback and guide resolution actions, monitor and report irregularities and reputational risks, execute standard operating procedures and controls.
Seniority
Mid-Senior, hands-on IC