Ghana International Bank is a leading provider of specialised financial services to Africa’s growing companies and institutions, by leveraging our UK presence, client-focused capabilities, and strong relationships with global financial institutions.

[Purpose] We are looking for an experienced [Job title]  to assist the Retail and Business Banking Team. 

Responsibilities:

• Ensure all staff understand the GHIB complaints definition.
• Support the Complaint Manager with frontline staff complaints training.
• Monitor Complaints CRM
• Write and oversee customer responses.
• Ensure GHIB provide good outcomes for the customer through complaint handling.
• Support customer satisfaction programs set for complaints and is included in GHIB reporting.
• Support the Senior Complaint Handling Manager carrying out good outcome testing using the GHIB Quality Assurance Tool.
• Deal with any complaints from the Financial Ombudsman Service
• Support the Senior Complaint Handling Manager with Root Cause Analysis activities to prevent reoccurring incidents.
• Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework.
• Support Retail and Business Banking (SME) with the operationalisation of the Consumer Duty MI and Dashboard
• Support Retail and Business Banking to provide “good outcomes” for our Products and Services. Ensure fair value assessments are conducted in line with the expectations of the Consumer Duty Framework
• Support the business and maintain the Consumer Duty Dashboard
• To support the business to ensure regulatory compliance to Consumer Duty Principles
• Support with the implementation of the bank’s Consumer Duty Communication strategy
• Support the implementation of the Vulnerable Customer Framework
• Act as Secretary to the Consumer Duty Service Forum

Requirements

• Excellent investigation skills with the ability to identify errors.
• Appropriate handling of sensitive information
• Ability to work to FCA DISP deadlines.
• Effective and up to date maintenance of complaints CRM
• Excellent written and verbal communication skills
• Excellent relationship management. mediation and customer service skills
• Team player with the ability to work with multiple parties.
• Identify, and escalate and high priority complaints.
• co-ordinate resolution of issues
• Prepare management reports, such as aged dashboards, and other management reports as needed for committees.
• Dealing with difficult customer calls or meetings.
  
• Recognised vulnerable characteristics when dealing with customers.
• Experience managing complaint functions. 
• Strong Leadership Skills
• Run working groups.
• Managing a complaints function
• Strong ability to critically review and sense check data.
• Strong, positive interpersonal skills and excellent written and oral communication skills
• University Degree or Significant Relevant experience for the role
• Experience managing a Complaints CRM
• Experience managing Customer Experience software.
• Proficient in Microsoft Excel
• Proficient in Microsoft PowerPoint

GHIB are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies.