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.Job Description
Key Responsibilities1. 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 & SkillsExperience• 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
Education
Further Education and Training Certificate (FETC): 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
Absa Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Absa Group and has not been reviewed or approved by Absa Group.
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Healthcare Strength — Medical aid, group life, disability, and funeral cover are described as comprehensive, with features such as terminal‑illness advances and beneficiary grocery benefits. Wellness and assistance offerings support overall financial and personal wellbeing.
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Retirement Support — A pension fund and group retirement arrangements are positioned as core benefits within fixed remuneration. Retirement coverage is embedded alongside other protections as part of standard employment.
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Equity Value & Accessibility — Employee share‑ownership (eKhaya) and equity‑linked awards broaden wealth‑sharing, with dividends or cash‑equivalent participation in some markets. This provides longer‑term value beyond base pay.
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What We Do
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond. We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
