Client Complaints Resolution Officer

<p><img id="Picture_x0020_1" src="https://rmkcdn.successfactors.com/dd82a348/461743ac-ca78-42fa-8634-a.png" style="height:255.0px;width:600.0px"></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Client Complaints Resolution Officer</b></H2> </div><div><p>Job Requisition: 146927</p> <p>Location: Nedbank 135 Rivonia Road, Sandown, Sandton, Johannesburg, Gauteng.</p> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Closing Date</b></H2> </div><div><p>03 August 2026</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Career Stream</b></H2> </div><div>Client Service</div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Leadership Pipeline</b></H2> </div><div><p>Manage Self: Technical</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Purpose</b></H2> </div><div><p>To log, investigate and respond to all client complaints received at Nedbank in line with the business strategy.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><ul> <li>Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: staff surveys etc).</li> <li>Participate and support corporate responsibility initiatives for the achievement of business strategy (eg: . Green Strategy).</li> <li>Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.</li> <li>Ensure reports / dashboards are produced timeously via monthly feedback to internal stakeholders.</li> <li>Ensure early detection of issues and reporting thereof to internal and external stakeholders.</li> <li>Log and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.</li> <li>Ensure efficient resolution of non-standard client complaints through liaising with appropriate personnel internally and externally.</li> <li>Provide input and liaise with clients; institutions; managers and staff to resolve client complaints effectively (in line with Treating clients Fairly legislation).</li> <li>Ensure that response to client complaints are documented and formally closed out within the turnaround standards.</li> <li>Ensure compliance with changes in regulation; business process and group complaints reporting.</li> <li>Continuously review the current complaints management process for improvement and make necessary recommendations to relevent stakeholders.</li> <li>Ensure efficient and optimum resolution of complaints by investigation; communication and collabortaion with internal and external vendors.</li> <li>Facilitate monthly complaint resolution committee meetings.</li> <li>Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.</li> <li>Effectively investigate and resolve complex queri perform an audit of current client data and identify key data fields that need to be updated in order to meet business requirements.</li> <li>Regulatory risk management and client service)Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.</li> <li>Communicate with clients in order to obtain and record their updated personal information.</li> <li>Manage various campaigns to enhance the integrity and completeness of the client data base.</li> <li>Produce dashboards and MIS to track the status of the client data base.</li> <li>Find innovative ways of maintaining and improving the client data base.</li> <li>Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.</li> <li>Identify training courses and career progression for self through input and feedback from management.</li> <li>Ensure all personal development plan activities are completed within specified timeframe.</li> <li>Share knowledge and industry trends with team and stakeholders during formal and informal interaction.</li> <li>Obtain buy-in for developing new and/or enhanced processes (eg: operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.</li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Minimum Experience Level</b></H2> </div><div><p>3 - 5 years’ experience in complaints handling within the Short-Term (Non-Life) Insurance sector<br>Knowledge of Short-Term Insurance<br>Proficiency in MS Office</p> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>People Specification</b></H2> </div><div><p>Strong organizational and self-management skills<br>Ability to work under pressure and manage high volumes<br>Agile and adaptable with excellent problem-solving skills<br>Effective communication and stakeholder engagement abilities</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Essential Qualifications - NQF Level</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Matric / Grade 12 / National Senior Certificate </li><li>Advanced Diplomas/National 1st Degrees </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Preferred Qualification</b></H2> </div><div><p>NQF Level 7: B Degree</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Technical / Professional Knowledge</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Cluster Specific Operational Knowledge </li><li>Relevant regulatory knowledge </li><li>Principles of project management </li><li>Relevant software and systems knowledge </li><li>Communication Strategies </li><li>Banking knowledge </li><li>Data analysis </li><li>Governance, Risk and Controls </li><li>Principles of financial management </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Behavioural Competencies</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Customer Focus </li><li>Communication </li><li>Technical/Professional Knowledge and Skills </li><li>Managing Work </li><li>Stress Tolerance </li><li>Decision Making </li></ul></div></div><p style="line-height:18.9px"><img alt="" height="228" src="https://rmkcdn.successfactors.com/dd82a348/61ad7a3f-eb85-4980-a04c-e.jpg" style="height:75.0px;width:600.0px" width="245"></p> <p style="line-height:18.9px">---------------------------------------------------------------------------------------</p> <p style="line-height:18.9px"><span style="color:#006341"><em><b>Please contact the Nedbank Recruiting Team at +27 860 555 566</b></em></span></p>