Client Complaints Resolution Officer at Nedbank

Job Purpose

• To log, investigate and respond to all client complaints received at Nedbank in line with the business strategy.

Job Responsibilities

• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: staff surveys etc).
• Participate and support corporate responsibility initiatives for the achievement of business strategy (eg: . Green Strategy).
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
• Ensure reports / dashboards are produced timeously via monthly feedback to internal stakeholders.
• Ensure early detection of issues and reporting thereof to internal and external stakeholders.
• Log and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.
• Ensure efficient resolution of non-standard client complaints through liaising with appropriate personnel internally and externally.
• Provide input and liaise with clients; institutions; managers and staff to resolve client complaints effectively (in line with Treating clients Fairly legislation).
• Ensure that response to client complaints are documented and formally closed out within the turnaround standards.
• Ensure compliance with changes in regulation; business process and group complaints reporting.
• Continuously review the current complaints management process for improvement and make necessary recommendations to relevent stakeholders.
• Ensure efficient and optimum resolution of complaints by investigation; communication and collabortaion with internal and external vendors.
• Facilitate monthly complaint resolution committee meetings.
• Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.
• 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.
• Regulatory risk management and client service)Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.
• Communicate with clients in order to obtain and record their updated personal information.
• Manage various campaigns to enhance the integrity and completeness of the client data base.
• Produce dashboards and MIS to track the status of the client data base.
• Find innovative ways of maintaining and improving the client data base.
• 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.
• Identify training courses and career progression for self through input and feedback from management.
• Ensure all personal development plan activities are completed within specified timeframe.
• Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
• 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.

People Specification
Essential Qualifications - NQF Level

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

Minimum Experience Level

• Preferably 3 years in Complaints Handling in Insurance

Short Term Insurance knowledge and experience

• Must be MS Office proficient
• Self Managed and Organized person
• Can handle extreme pressure and work through their queues
• Must be agile and flexible, and be able to response promptly to clients

Technical / Professional Knowledge

• Cluster Specific Operational Knowledge
• Relevant regulatory knowledge
• Principles of project management
• Relevant software and systems knowledge
• Communication Strategies
• Banking knowledge
• Data analysis
• Governance, Risk and Controls
• Principles of financial management

Behavioural Competencies

• Customer Focus
• Communication
• Technical/Professional Knowledge and Skills
• Managing Work
• Stress Tolerance
• Decision Making