Client Complaints Resolution Officer

2 weeks ago

Johannesburg, Gauteng, South Africa Nedbank Full time

Job Classification

  • Job Family
  • Sales and Services


 Career Stream
  • Client Service


 Leadership Pipeline
  • Manage Self: Professional
  • FAIS Affected
    Job Purpose
  • To log, investigate and respond to all client complaints received at Nedbank in line with the business strategy

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 nonstandard 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 buyin 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


 Preferred Qualification
  • Post graduate degree in Finance or Economics
  • Essential Certifications
  • Preferred Certifications
  • Minimum Experience Level years in client services (Unit Trust 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
- **_Please contact the Nedbank Recruiting Team at
  • Nozi Masabalala_

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