Client Complaints Resolution Officer 1

NedbankJohannesburg, ZA

1 day ago

Job description

Job title : Client Complaints Resolution Officer 1

Job Location : Gauteng, Johannesburg

Deadline : December 21, 2025

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Job Purpose

To log, investigate, and resolve all client complaints received at Nedbank, ensuring compliance with regulatory requirements and alignment with the business strategy

Job Responsibilities

Log and record all client complaints and errors in the complaints management system, ensuring resolution within agreed turnaround times.

Investigate and resolve complex queries by collaborating with internal and external stakeholders.

Communicate effectively with clients to ensure fair treatment and timely resolution of complaints.

Produce accurate reports, dashboards, and MIS for internal stakeholders and regulatory compliance.

Facilitate monthly complaint resolution committee meetings and provide actionable feedback to improve processes, systems, and policies.

Continuously review and recommend improvements to the complaints management process.

Manage campaigns to enhance client data integrity and completeness.

Support business strategy by aligning processes and solutions with organizational objectives.

Stay informed on regulatory changes and ensure compliance in all complaint handling activities.

People Specification

Strong organizational and self-management skills

Ability to work under pressure and manage high volumes

Agile and adaptable with excellent problem-solving skills

Effective communication and stakeholder engagement abilities

Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate

Advanced Diplomas / National 1st Degrees

Minimum Experience Level

3 - 5 years’ experience in complaints handling within the Short-Term (Non-Life) Insurance sector

Knowledge of Short-Term Insurance

Proficiency in MS Office

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