Administrative Support – Complaints and Ombudsman Services
Absa Group
Available Locations:
Johannesburg, Gauteng
Job Description
Job Summary
Absa Group is seeking a detail‑oriented Administrative Support professional to strengthen our Complaints and Ombudsman Services function. You will be the operational backbone of the team—owning accurate case intake, documentation, tracking, escalation logistics, MI/report production, and end‑to‑end coordination with internal stakeholders, external dispute bodies, and customers. Your work will help ensure Absa’s responses are timely, compliant with regulatory standards, and grounded in fair customer outcomes.
Key Responsibilities
- Case Intake & Triage: Log, categorise, and prioritise complaints received via multiple channels (email, phone, portals, letters) in line with SLAs and regulatory timelines.
- Documentation & Recordkeeping: Maintain complete, auditable case files (evidence, correspondence, decisions) in case management systems with zero data quality breaches.
- Coordination with Ombudsman/Regulators: Prepare and submit structured responses, evidence packs, and follow-ups to Ombudsman offices and other external dispute resolution bodies.
- Workflow & SLA Management: Track milestones, chase owners for inputs, and proactively flag risks to deadlines or quality.
- Management Information (MI): Produce daily/weekly/monthly dashboards and insights on complaint volumes, root causes, turnaround times, and remediation status.
- Quality & Compliance: Support quality reviews, apply policy/procedure updates, and ensure adherence to Treating Customers Fairly (TCF) and relevant banking regulations.
- Customer Communication Support: Draft and QA acknowledgement letters, holding updates, and closure communications using approved templates and tone standards.
- Process Improvement: Identify recurring issues and suggest control or process enhancements to reduce complaint recurrence and improve cycle time.
- Audit & Governance Support: Assist with internal/external audits, evidence collation, and implementation tracking of corrective actions.
- Knowledge Management: Keep knowledge bases, templates, and SOPs current and accessible to the wider team.
Required Skills and Qualifications
- Bachelor’s degree in Business Administration, Law, Finance, Compliance, or a related field (or equivalent experience).
- Solid understanding of complaint handling principles, customer remediation, and fair outcomes in a regulated financial services environment.
- Proficiency with case management tools (e.g., Salesforce, ServiceNow, or banking complaint platforms) and MS Office (especially Excel, Word, PowerPoint).
- Strong written communication skills with the ability to draft precise, professional, and regulator‑ready documentation.
- Excellent organisational skills, with proven ability to juggle multiple deadlines and stakeholders.
- Strong analytical mindset with the ability to interpret data, identify trends, and propose actionable insights.
- High attention to detail and accuracy, especially in data entry and document control.
- Working knowledge of data privacy (e.g., POPIA/GDPR) and information security practices.
Experience
- 2–4 years of experience in administrative support within complaints handling, customer relations, risk/compliance, legal, or ombudsman-facing teams—preferably in banking or financial services.
- Demonstrated experience working under regulated timelines and preparing formal submissions to external bodies.
- Exposure to MI/reporting and KPI tracking is highly desirable.
Working Hours
- Standard business hours, Monday to Friday.
- Flexibility to work extended hours during peak complaint periods, regulatory deadlines, or audits.
Knowledge, Skills, and Abilities
- Regulatory Awareness: Familiarity with financial consumer protection frameworks, Ombudsman processes, and Treating Customers Fairly (TCF) principles.
- Process Discipline: Ability to follow (and help refine) SOPs, checklists, and governance controls.
- Stakeholder Management: Confident coordinating across Legal, Compliance, Risk, Business Units, and external dispute resolution bodies.
- Problem Solving: Curious, structured thinker who can connect dots between data, process gaps, and customer impact.
- Confidentiality & Integrity: Handles sensitive customer and case data with the highest ethical standards.
Benefits
(Adjust to local policy/grade level)
- Competitive salary with performance-based incentives
- Medical, dental, and life insurance coverage
- Retirement / pension contribution plans
- Paid time off, parental leave, and wellbeing programs
- Learning & development budget, certifications, and career growth pathways
- Hybrid / flexible working options (role and location dependent)
Why Join Absa Group
- Impact that Matters: Help shape how a leading African banking group delivers fair, fast, and compliant customer resolutions.
- Growth & Learning: Access to world-class training, mentoring, and career mobility across risk, compliance, operations, and customer experience.
- Values-Driven Culture: Work in an environment committed to integrity, accountability, and putting customers first.
- Data & Insight Focus: Use data to drive operational excellence and continuous improvement initiatives.
How to Apply
- Submit your CV/Resume and a brief cover letter outlining your experience with complaint/ombudsman processes and SLA-driven work.
- Apply via the Absa careers portal referencing Job ID: [Insert ID].
- Shortlisted candidates will be contacted for assessments and competency-based interviews.
Absa Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.