Client Complaints Resolution Officer

Job Classification

Job Family

Sales and Services

Career Stream

Client Service

Leadership Pipeline

Manage Self: Professional

FAIS Affected

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.

People Specification

Essential Qualifications - NQF Level

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

Preferred Qualification

Post graduate degree in Finance or Economics

Essential Certifications

Preferred Certifications

Minimum Experience Level

3 - 5 years in client services (Unit Trust industry)

Technical / Professional Knowledge