Job Summary:

Absa Group is seeking a detail-oriented and proactive Administrative Support professional to join our Complaints and Ombudsman Services team. This role is pivotal in ensuring the efficient handling of customer complaints and interactions with ombudsman services. The successful candidate will provide administrative assistance, coordinate case documentation, and support the team in delivering timely, accurate, and high-quality services in line with regulatory requirements and company standards. This position is ideal for individuals with strong organizational skills and a commitment to customer satisfaction and compliance.

Key Responsibilities:

• Provide comprehensive administrative support to the Complaints and Ombudsman Services team.

• Log, track, and manage incoming complaints from clients and external bodies.

• Prepare and maintain accurate records and case files, ensuring compliance with internal policies and regulatory requirements.

• Assist in drafting correspondence, reports, and documentation for both internal and external stakeholders.

• Coordinate meetings, follow-ups, and deadlines related to complaint investigations.

• Liaise with internal departments to gather information required for complaint resolution.

• Monitor case progress and ensure timely escalation where necessary.

• Support the team in preparing submissions for ombudsman investigations.

• Contribute to process improvement initiatives to enhance efficiency and customer satisfaction.

Required Skills and Qualifications:

• Diploma or Degree in Administration, Business Management, or related field.

• Strong organizational and multitasking abilities.

• Excellent written and verbal communication skills.

• Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint).

• Basic knowledge of regulatory frameworks related to financial services is an advantage.

• Attention to detail and high level of accuracy in data management.

Experience:

• Minimum of 1–2 years of administrative experience, preferably within banking, financial services, or customer complaint handling.

• Experience supporting regulatory or compliance-related functions is an added advantage.

Working Hours:

• Standard business hours: Monday to Friday, 08:00 – 17:00.

• Flexibility may be required to meet deadlines or handle urgent matters.

Knowledge, Skills, and Abilities:

• Strong interpersonal skills to interact effectively with colleagues and external parties.

• Ability to handle confidential information with discretion.

• Analytical skills to interpret information and assist in problem-solving.

• Time management skills to prioritize tasks efficiently.

• Initiative and proactivity in supporting the team’s objectives.

Benefits:

• Competitive remuneration and performance-based incentives.

• Health and wellness programs.

• Professional development and training opportunities.

• Employee assistance programs and support services.

• Opportunities for career growth within a leading financial institution.

Why Join Absa Group:

At Absa Group, we are committed to creating an inclusive, innovative, and supportive work environment where employees are empowered to thrive. Joining our Complaints and Ombudsman Services team provides the opportunity to develop your career in a critical area of banking operations, contribute to customer satisfaction, and make a tangible impact on the organization’s reputation for excellence in service.

How to Apply:

Interested candidates are invited to submit their CV and a cover letter outlining their relevant experience and qualifications through our careers portal at www.absa.africa/careers or via email to us with the subject line: Administrative Support – Complaints and Ombudsman Services Application.