Specialist : Customer Care and Complaints Resolution

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

To provide expert handling and resolution of escalated and complex customer complaints within Personal and Private Banking (PPB), supporting regulatory compliance and customer experience improvement initiatives. This role assists in analyzing customer feedback and collaborating with cross-functional teams to enhance service delivery and customer satisfaction across banking products and channels.

Job Description

Key Accountabilities

1. Complaint Management & Resolution (40%)

Investigate and resolve escalated customer complaints, ensuring timely and fair outcomes aligned with internal policies, Treating Customers Fairly (TCF), and regulatory requirements (FAIS, NCA).

Coordinate with Legal, Compliance, Product, and frontline teams to close complaint loops and minimize recurrence.

Maintain detailed records of complaint cases, root causes, and resolutions for reporting and trend analysis.

2. Customer Feedback Analysis & Insight (25%)

Support the interpretation of Voice of Customer (VoC), Net Promoter Score (NPS), Customer Effort Score (CES), and other CX data to identify pain points and service gaps.

Assist in compiling qualitative and quantitative feedback to inform service improvement recommendations.

Contribute to the development of customer insight reports and dashboards for internal stakeholders.

3. Stakeholder Collaboration & Support (20%)

Work closely with internal teams including Product, Risk, Compliance, and Frontline to drive complaint resolution and process improvements.

Support customer care representation in operational and governance meetings by preparing relevant reports and updates.

Assist in promoting a customer-centric culture through advocacy of best practices and systemic improvements.

4. Regulatory Compliance & Governance (15%)

Ensure adherence to relevant South African financial services legislation and internal policies in complaint handling processes.

Assist in preparing documentation for audits, regulator enquiries, and internal risk forums.

Keep abreast of regulatory changes impacting customer care practices and elevate risks or issues as needed.

Education & Qualifications

Minimum : Bachelor’s Degree in Business, Banking, Law, or related field

Preferred : Additional training or certification in Customer Experience, Compliance, or Financial Services Regulations

Desirable : Certifications relevant to regulatory frameworks (e.g., FAIS, Compliance)

Experience Required

3 to 5 years’ experience in customer care, complaint handling, or customer experience within the South African banking or financial services sector

Understanding of PPB products (home loans, investments, transactional banking) and regulatory landscape

Experience managing complex complaints and working with cross-functional teams

Exposure to regulatory bodies such as Ombudsman or FSCA is advantageous

Education

Bachelor's Degrees and Advanced Diplomas : Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised.

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