Job Summary

• To provide expert handling and resolution of escalated and complex customer complaints within Personal and Private Banking (PPB), supporting regulatory compliance and customer experience improvement initiatives.
• This role assists in analyzing customer feedback and collaborating with cross-functional teams to enhance service delivery and customer satisfaction across banking products and channels.

Job Description

Key Accountabilities

Complaint Management & Resolution (40%)

• Investigate and resolve escalated customer complaints, ensuring timely and fair outcomes aligned with internal policies, Treating Customers Fairly (TCF), and regulatory requirements (FAIS, NCA).
• Coordinate with Legal, Compliance, Product, and frontline teams to close complaint loops and minimize recurrence.
• Maintain detailed records of complaint cases, root causes, and resolutions for reporting and trend analysis.

Customer Feedback Analysis & Insight (25%)

• Support the interpretation of Voice of Customer (VoC), Net Promoter Score (NPS), Customer Effort Score (CES), and other CX data to identify pain points and service gaps.
• Assist in compiling qualitative and quantitative feedback to inform service improvement recommendations.
• Contribute to the development of customer insight reports and dashboards for internal stakeholders.

Stakeholder Collaboration & Support (20%)

• Work closely with internal teams including Product, Risk, Compliance, and Frontline to drive complaint resolution and process improvements.
• Support customer care representation in operational and governance meetings by preparing relevant reports and updates.
• Assist in promoting a customer-centric culture through advocacy of best practices and systemic improvements.

Regulatory Compliance & Governance (15%)

• Ensure adherence to relevant South African financial services legislation and internal policies in complaint handling processes.
• Assist in preparing documentation for audits, regulator enquiries, and internal risk forums.
• Keep abreast of regulatory changes impacting customer care practices and escalate risks or issues as needed.

Education & Qualifications

• Minimum: Bachelor’s Degree in Business, Banking, Law, or related field
• Preferred: Additional training or certification in Customer Experience, Compliance, or Financial Services Regulations
• Desirable: Certifications relevant to regulatory frameworks (e.g., FAIS, Compliance)

Experience Required

• 3 to 5 years’ experience in customer care, complaint handling, or customer experience within the South African banking or financial services sector
• Understanding of PPB products (home loans, investments, transactional banking) and regulatory landscape
• Experience managing complex complaints and working with cross-functional teams
• Exposure to regulatory bodies such as Ombudsman or FSCA is advantageous

Education

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

End Date: November 14, 2025