Client Relationship Manager

JOB SPECIFICATION: CLIENT RELATIONS MANAGER

JOB SUMMARY: The Client Relations Manager will be responsible for managing the internal complaints department and serve as a liaison between the regulators, clients and Banxso, through collaboration with internal departments to ensure that Banxso meets and exceeds its clients' needs by creating, nurturing, and maintaining strong positive relationships between Banxso, the regulators and its clients addressing their queries and concerns promptly and effectively.

This role plays a critical role to ensure full client satisfaction by delivering exceptional customer service. This role requires a person to deal with the regulator and clients from the beginning of their concern or enquiry; to know how to fully investigate, assess and address the client's concerns and inquiries from start to finish (resolution) is crucial.

This person should always be promoting Banxso, by fostering a culture of continuous improvement, increasing client loyalty, long term business success and trust in the Banxso brand which is essential to our reputation and growth.

Key Duties and Responsibilities

• Complaints Handling: Receive, review, and investigate customer complaints promptly by collaborating with the complaints teams and relevant departments to gather information and insights for complaint resolution, ensuring timely and accurate responses to customers, and keeping them informed throughout the resolution process.
• Process Improvement: Identify patterns and trends in customer complaints to improve overall service delivery by working closely with the client relations officers and other departments to address systemic issues contributing to complaints, developing, and implementing improvements to prevent future complaints.
• Team Leadership: Supervise and lead a team of client relations officers by providing training and guidance to team members on effective complaint handling and monitoring team performance, ensuring adherence to established processes and standards.
• Compliance and Documentation: Ensure compliance with relevant regulations, regulators, and internal policies in the complaints resolution process by maintaining accurate and comprehensive records of all complaints and their resolutions, preparing reports for management, summarizing complaint data, and highlighting areas for improvement and recommendations.
• Customer Communication: Develop and maintain communication channels to keep customers informed about the status of their complaints and implement strategies to enhance customer satisfaction and loyalty.
• Collaboration: Work closely with other departments, such as legal, compliance, customer support, quality control, onboarding, sales and retentions to address root causes of complaints, participating in cross-functional teams to implement process improvements and enhance overall customer experience.

QUALIFICATIONS AND SKILLS

• Bachelor's degree in LLB
• Admitted attorney (preferably)
• Must be able to draft legal correspondence.
• Must be deadline driven and outcome orientated.
• Proven experience in a complaints management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Familiarity with relevant industry regulations and best practices.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency in using complaint management software and other relevant tools.