NEDBANK (Position: Complaints Officer)
Position: Complaints Officer
– Location: Johannesburg, ZA
– Date: 21 Feb 2024
– Reference: 131826
Requisition Details & Talent Acquisition Contact:
– REQ: 131826
– Talent Acquisition Consultant: Lerato Sithole
– Location: 135 Rivonia Road, Nedbank Head Office, Sandown.
– Posting End Date: 27 February 2024
– Cluster: Wealth Insurance
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 Insurance in line with the business strategy.
Job Responsibilities:
– Contribute to a culture conducive to achieving transformation goals.
– Participate in corporate responsibility initiatives.
– Seek opportunities to improve business processes and systems.
– Ensure timely production of reports/dashboards.
– Early detection and reporting of issues to stakeholders.
– Log and record all complaints and errors into the client complaints system.
– Ensure efficient resolution of non-standard client complaints.
– Provide input and liaise with clients, institutions, managers, and staff to resolve client complaints effectively.
– Ensure compliance with changes in regulation and business process.
– Continuously review the complaints management process for improvement.
– Investigate and resolve complex queries.
– Communicate with clients to obtain and record updated personal information.
– Manage various campaigns to enhance the integrity and completeness of the client database.
– Support the achievement of business strategy and objectives.
– Identify training courses and career progression for self.
– Share knowledge and industry trends with team and stakeholders.
– Obtain buy-in for developing new and/or enhanced processes.
Essential Qualifications – NQF Level:
– Matric / Grade 12 / National Senior Certificate
– Advanced Diplomas/National 1st Degrees
Preferred Qualification:
– RE5 Certificate
– Postgraduate degree in Finance or Economics
Minimum Experience Level:
– 3 – 5 years in client services (Client Services/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
Disclaimer:
Preference will be given to candidates from underrepresented groups.
