Client Complaints Resolution Officer 1 at Nedbank

Job Purpose

• To log, investigate, and resolve all client complaints received at Nedbank, ensuring compliance with regulatory requirements and alignment with the business strategy

Job Responsibilities

• Log and record all client complaints and errors in the complaints management system, ensuring resolution within agreed turnaround times.
• Investigate and resolve complex queries by collaborating with internal and external stakeholders.
• Communicate effectively with clients to ensure fair treatment and timely resolution of complaints.
• Produce accurate reports, dashboards, and MIS for internal stakeholders and regulatory compliance.
• Facilitate monthly complaint resolution committee meetings and provide actionable feedback to improve processes, systems, and policies.
• Continuously review and recommend improvements to the complaints management process.
• Manage campaigns to enhance client data integrity and completeness.
• Support business strategy by aligning processes and solutions with organizational objectives.
• Stay informed on regulatory changes and ensure compliance in all complaint handling activities.

People Specification

• Strong organizational and self-management skills
• Ability to work under pressure and manage high volumes
• Agile and adaptable with excellent problem-solving skills
• Effective communication and stakeholder engagement abilities

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Minimum Experience Level

• 3 - 5 years’ experience in complaints handling within the Short-Term (Non-Life) Insurance sector
• Knowledge of Short-Term Insurance
• Proficiency in MS Office