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 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.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)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