Nedbank is Recruiting for Client Complaints Resolution Officer
The incumbent will investigate and respond to all client complaints received at Nedbank Insurance in line with the business strategy.
Closing date: 12 August 2024
Location: Johannesburg, ZA
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.
- 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.
Job Responsibilities Continue
People Specification
Essential Qualifications – NQF Level
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
Preferred Qualification
Post graduate degree in Finance or Economics
RE5 qualification (advantageous)
Essential Certifications
Preferred Certifications
Minimum Experience Level
3 – 5 years in client services in 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
