Job Description

Job Classification

Job Requisition: 143009

TA Specialist: Refilwe Falatsi

Closing Date: 25 November 2025

Location: Sandown, Sandton

Cluster: Personal and Private Banking | Nedbank Insurance | Client Experience - Complaints Team

Please Note: Preference will be given to applicants from Underrepresented Groups

Join Our Team and Make a Difference!

Are you passionate about delivering exceptional client experiences and solving complex challenges? At Nedbank, we believe that every interaction matters. We're looking for a dynamic Client Complaints Resolution Officer who thrives under pressure, values collaboration, and is committed to ensuring fair and timely resolution of client concerns. If you're ready to be part of a team that drives innovation and continuous improvement, this is your opportunity to make an impact.

Job Purpose

To log, investigate, and resolve all client complaints received at Nedbank, ensuring compliance with regulatory requirements and alignment with the business strategy

Job Responsibilities

Log and record all client complaints and errors in the complaints management system, ensuring resolution within 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 of complaints. Produce accurate reports, dashboards, and MIS for internal stakeholders and regulatory compliance. Facilitate monthly complaint resolution committee meetings and provide actionable feedback to improve processes, systems, and policies. Continuously review and recommend improvements to the complaints management process. Manage campaigns to enhance client data integrity and completeness. Support business strategy by aligning processes and solutions with organizational objectives. Stay informed on regulatory changes and ensure compliance in all complaint handling activities.

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
Matric / Grade 12 / National Senior Certificate Advanced Diplomas/National 1st Degrees 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

Why Join Us?

At Nedbank, we value innovation, collaboration, and continuous improvement. You'll be part of a team committed to delivering exceptional client experiences while driving transformation and sustainability initiatives.
Behavioural Competencies
Customer Focus Communication Technical/Professional Knowledge and Skills Managing Work Stress Tolerance Decision Making
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Please contact the Nedbank Recruiting Team at +27 860 555 566