Specialist, Complaints Management

The Complaints Resolution Specialist shall provide expert support in resolving customer complaints and investmentrelated queries with the objective of restoring improving and maintaining consistent customer satisfaction. The Specialist shall ensure that all complaintshandling processes are strictly adhered to in accordance with applicable financial regulations statutory requirements and internal policies. The Specialist shall be accountable for delivering accurate transparent and timely resolutions that safeguard customer interests uphold regulatory standards and enhance the overall customer experience.

Qualifications :

Type of Qualification: NQF Level 6


Experience Required
Operations Control
Operations
5-7 years
Experience in a client facing service environment (Call Centre Branch and OSS).

Understands the client distribution network service processes product and systems: Ombudsman terms of reference legislation and its application.

Additional Information :

1. Core Competencies
Investment Value Understanding:

Demonstrates practical knowledge of simple interest when explaining investment performance.

2. Market Movements & Impact:

Understands how volatility and economic conditions affect investment values and communicates these confidently.

3. Numeracy Skills:

Applies strong numeracy and financial interpretation skills with accuracy and attention to detail.

4. Policy Value Calculations:

Experienced in calculating and validating policy and investment values using both manual and system methods.

5. Simplifying Technical Information:

Explains complex investment concepts and product features in clear customerfriendly language.

6. Complaint Handling:

Resolves customer complaints on investment value declines and premium reviews with professionalism empathy and structured problemsolving.

7. Technical & Specialist Knowledge:

Maintains extensive investment product expertise; applies research tools and frameworks to support sound decisions.

8. Governance & Compliance:

Ensures adherence to governance regulatory and compliance requirements; identifies mitigates and escalates risks appropriately

Behavioural Competencies

Articulate information

Technical Competency :

Complaints Resolution

Remote Work :

No

Employment Type :

Full-time