Complaints Officer

About the role

The Complaints Officer will be responsible for logging, investigating and resolving client complaints received at Nedbank. This role ensures compliance with regulatory requirements while supporting the bank’s business strategy.

Key responsibilities

• Log and record all client complaints and errors in the complaints management system, meeting 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.
• Produce accurate reports, dashboards and MIS for internal stakeholders and regulatory compliance.
• Facilitate monthly complaint resolution committee meetings and provide actionable feedback.
• Continuously review and recommend improvements to the complaints management process.
• Manage campaigns to enhance client data integrity and completeness.
• Align processes and solutions with organisational objectives and stay informed on regulatory changes.

Required profile

• 3‑5 years’ experience in complaints handling within the short‑term (non‑life) insurance sector.
• Strong organisational and self‑management skills.
• Ability to work under pressure and manage high volumes.
• Agile, adaptable and excellent problem‑solving abilities.
• Effective communication and stakeholder‑engagement capabilities.
• Minimum qualification: Matric / Grade 12 / National Senior Certificate (NQF Level).

Required skills

• Proficiency in MS Office.