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

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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 …