Administrative Support – Complaints & Ombudsman Services at Absa Group Limited

Empowering Africa’s tomorrow, together…one story at a time.

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.

1. 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

2. 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.

3. 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

Experience

• Life Insurance Knowledge

• Customer Service or Complaints management experience

Skills Required

• 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

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