With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
To provide administrative and operational support to the Ombudsman Liaison, Level 2 Complaints Team, and Complaints Manager. This role ensures efficient handling of complaints, accurate record-keeping, and timely communication with stakeholders and regulatory bodies.
Job Description
Key Responsibilities
- Ombudsman Support (50%)
- Assist and support in managing Ombudsman service groups
- Ensuring all complaints received from Ombudsman is updated on the system assigned to Ombudsman Liaison for investigation
- Support and assist in gather information to assist with investigations or resolution
- Acknowledging complaints with complainants or Regulatory when Liaison is on Leave
- Assist with weekly reminders and follow up to business and regulator
- Level 2 Support (40%)
- Assigning and capturing new cases
- Follow-up to BUs for requests for feedback and updates
- Acknowledge complaints when necessary
- Stand in for the person who is on leave Handle complaints for that person that is left in the queue or comebacks.
- Complaints Manager Support (10%)
- Assist with weekly extract of open complaints for weekly check in meetings
- Assist with setting up meetings with complaints team and business stakeholders
- Preparing CCRC complaints packs and sending out agenda with invites
- Minute recording of meeting and assisting with tracking and following up with action owners for open items
Required Experience & Skills
- Life Insurance Knowledge
- Customer Service or Complaints management experience
- Strong Administrative
- Listening and Telephone Etiquette Skills
- Proactive management of tasks
- English and Afrikaans reading, writing and speaking.
- Problem Solving
- Communication Skills
- Conflict Resolution
- Attention to detail and Multitasking
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
