Nedbank | Complaints Officer (Contract role)

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Nedbank | Complaints Officer (Contract role)

Requisition Details & Talent Acquisition Contact

110781 – Debbie Fuyani


JHB – Sandton


Nedbank Wealth Insurance

Career Stream

Client Service

Leadership Pipeline

Manage Self: Professional


Complaints Officer – Contract role

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 responses to client complaints is 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 relevant stakeholders.
  • Ensure efficient and optimum resolution of complaints by investigation; communication and collaboration with internal and external vendors.
  • Facilitate monthly complaint resolution committee meetings.
  • Provide feedback and recommendations back to business which has been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.
  • Effectively investigate and resolve complex query 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 database.
  • Produce dashboards and MIS to track the status of the client database.
  • Find innovative ways of maintaining and improving the client database.
  • Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; processes; 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 a 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.

Essential Qualifications – NQF Level

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

Preferred Qualification

Postgraduate degree in Finance or Economics

Minimum Experience Level

2-3 years working experience as a Complaints Officer dealing with Escalated Querries and Complaints within the Short Term Insurance space in the Banking/Financial Services Industry

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


Preference will be given to candidates from the underrepresented groups

Please contact the Nedbank Recruiting Team at +27 860 555 566

Nedbank | Complaints Officer (Contract role) 1


Please contact the Nedbank Recruiting Team – Debbie Fuyani


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