Client Complaints Resolution Officer

About the role

The Client Complaints Resolution Officer is responsible for logging, investigating and responding to all client complaints received by Nedbank, ensuring compliance with regulatory standards and internal turnaround times. The role supports the bank’s transformation goals and contributes to corporate responsibility initiatives.

Key responsibilities

• Log and record all complaints in the client complaints system and ensure timely resolution.
• Investigate complex queries, liaise with internal and external stakeholders, and close complaints within defined turnaround standards.
• Produce monthly reports, dashboards and MIS to keep internal stakeholders informed.
• Facilitate monthly complaint resolution committee meetings and provide feedback for process improvements.
• Ensure compliance with regulatory changes, Treating Clients Fairly legislation and group reporting requirements.
• Audit client data, manage data‑integrity campaigns and produce dashboards tracking data quality.
• Support corporate responsibility and culture‑building initiatives.

Required profile

• Strong analytical ability to investigate and resolve client issues.
• Excellent communication skills for interaction with clients, institutions and internal teams.
• Knowledge of regulatory requirements and complaint handling standards.
• Ability to produce accurate reports and dashboards.
• Proactive attitude towards process improvement and transformation goals.

Required skills

What we offer

• Opportunity to contribute to a leading financial institution’s client service excellence.
• Engagement in transformation and corporate responsibility initiatives.