Job Summary

• To resolve complaints referred by Ombudsman and Regulators within the banking division by engaging directly with customers and external bodies, applying Treating Customers Fairly (TCF) principles, and using creative problem-solving to achieve fair outcomes.
• Build strong relationships with internal stakeholders and external counterparts while ensuring compliance with governance standards and SLA commitments.

Job Description

Education

• Relevant tertiary qualification (e.g., Diploma or Degree in Banking, Compliance, Risk Management, or related field) or equivalent experience in banking complaints resolution and regulatory engagement.

Experience

• Minimum 3–5 years in complaints resolution, customer service, or regulatory engagement.

Competencies

• Strong communication and negotiation skills.
• Customer-centric mindset with empathy and problem-solving ability.
• Ability to think creatively under pressure.
• Collaboration and influencing skills.

Accountability: Legal Risk

• Engage regularly with Ombudsman and regulator offices to share information, clarify issues, and resolve disputes professionally.
• Apply internal policies and regulatory guidelines consistently; escalate matters requiring legal interpretation to the designated internal legal resource/Legal.

Accountability: Leadership & Management

• Manage own caseload to completion, ensuring all complaints are responded to timeously and with quality that embraces fairness.
• Liaise effectively between customers, business units, Ombudsman, and regulator offices to achieve resolution.
• Contribute to team objectives and strategy; provide high-quality support to business stakeholders.
• Demonstrate strong relationship management skills with customers and external bodies.
• Demonstrate strong analytical skills and solve complex problems creatively and effectively.
• Add value in operational discussions and provide insights that improve complaint handling processes.

Accountability: Risk and Control

• Actively raise the profile of the Customer Care function and embed governance and control requirements in all case handling.
• Maintain accurate, auditable records for assurance and reporting.
• Identify risks and escalate appropriately to protect the Bank’s reputation and compliance posture.

Accountability: Teamwork

• Share knowledge and provide support to complaint resolution teams on TCF principles.
• Collaborate across teams and geographies to break down silos; provide constructive feedback and openly share expertise.

Accountability: Technical

• Handle sensitive disputes professionally and confidentially; resolve quickly to limit reputational, regulatory, and financial risk.
• Engage customers directly (calls/letters) and liaise with Ombudsman/regulators to clarify issues, agree steps, and close out resolutions.
• Use case management systems effectively; produce regular reports on complaint volumes and resolution trends.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

End Date: December 19, 2025