Client Complaints Resolution Officer 1

Company: Nedbank

Location: Johannesburg, Gauteng

Posted: 18 November 2025

Application Deadline: 25 November 2025 (Open until filled)

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About the Job

The Client Complaints Resolution Officer logs, investigates and resolves all client complaints, ensuring compliance with regulations and alignment with Nedbank’s strategy for exceptional client experiences.

Job Purpose

Log, investigate, and close all client complaints within agreed turnaround times while adhering to regulatory requirements.

Key Responsibilities

• Record all complaints and errors in the complaints management system.
• Investigate complex queries and resolve them through collaboration with internal and external stakeholders.
• Communicate effectively with clients to assure fair treatment and timely resolution.
• Produce accurate reports, dashboards, and MIS for internal stakeholders and regulators.
• Facilitate monthly complaint resolution committee meetings and provide actionable feedback.
• Continuously review and recommend improvements to the complaints process.
• Manage campaigns that enhance client data integrity and completeness.
• Align processes and solutions with business objectives and stay informed on regulatory changes.

People Specification

• Strong organisational and self‑management skills.
• Ability to work under pressure and manage high volumes.
• Agile, adaptable, with excellent problem‑solving abilities.
• Effective communication and stakeholder engagement skills.

Essential Qualifications (NQF Level)

• Matric / Grade 12 / National Senior Certificate.
• Advanced diploma or first degree.

Minimum Experience

• 3–5 years of complaints handling experience in the short‑term (non‑life) insurance sector.
• Knowledge of short‑term insurance products and processes.
• Proficiency in Microsoft Office.

Why Join Nedbank?

Nedbank values innovation, collaboration, and continuous improvement. You will join a team that delivers 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

Application

To apply, please visit jobs.nedbank.co.za.

For further inquiries, contact the Nedbank Recruiting Team at +27 860 555 566.