Client Complaints Resolution Officer

Client Complaints Resolution Officer

Job Requisition: 146927

Location: Nedbank 135 Rivonia Road, Sandown, Sandton, Johannesburg, Gauteng.

Closing Date

03 August 2026

Career Stream

Leadership Pipeline

Manage Self: Technical

Job Purpose

To log, investigate and respond to all client complaints received at Nedbank in line with the business strategy.

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.


• Facilitate monthly complaint resolution committee meetings.


• Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.


• Effectively investigate and resolve complex queri perform an audit of current client data and identify key data fields that need to be updated in order to meet business requirements.


• Regulatory risk management and client service)Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.


• Communicate with clients in order to obtain and record their updated personal information.


• Manage various campaigns to enhance the integrity and completeness of the client data base.


• Produce dashboards and MIS to track the status of the client data base.


• Find innovative ways of maintaining and improving the client data base.


• 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.

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

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

Preferred Qualification

NQF Level 7: B Degree

Technical / Professional Knowledge

Behavioural Competencies