Job Summary
Absa Group is seeking a highly organized and detail-oriented Administrative Support professional to join the Complaints and Ombudsman Services team. The successful candidate will provide critical administrative and operational support in handling customer complaints, case management, dispute resolution documentation, and regulatory correspondence.
This position plays an important role in maintaining customer trust, ensuring compliance with governance frameworks, and supporting the effective resolution of escalated complaints. The ideal candidate will demonstrate professionalism, confidentiality, strong communication skills, and a commitment to service excellence.
Key Responsibilities
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Provide administrative support to the Complaints and Ombudsman Services team.
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Maintain accurate records of customer complaints, investigations, and case outcomes.
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Prepare and organize case files, reports, and supporting documentation.
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Coordinate internal communications between departments regarding complaint investigations.
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Monitor complaint resolution timelines and ensure deadlines are met.
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Draft professional correspondence to customers, regulators, and internal stakeholders.
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Schedule meetings, hearings, and case review sessions.
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Assist with data analysis and reporting of complaint trends and service improvement opportunities.
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Ensure all documentation complies with internal governance and regulatory requirements.
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Support audit requests and compliance reviews when required.
Required Skills and Qualifications
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Bachelor’s degree in Business Administration, Finance, Law, Public Administration, or a related discipline.
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Certification in administration, compliance, or customer service is advantageous.
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Strong proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
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Knowledge of complaint handling systems and document management platforms is preferred.
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Excellent written and verbal communication skills.
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Strong organizational and multitasking abilities.
Experience
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Minimum 2–5 years of experience in administrative support, complaints management, banking operations, customer relations, or compliance environments.
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Previous experience in financial services, legal administration, or ombudsman-related functions is highly desirable.
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Experience handling confidential customer information and regulatory documentation.
Working Hours
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Standard business hours: Monday to Friday
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40 hours per week
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Additional hours may occasionally be required during high-volume complaint periods or regulatory deadlines.
Knowledge, Skills, and Abilities
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Understanding of complaint resolution processes and regulatory frameworks.
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Ability to work with sensitive information while maintaining confidentiality.
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Strong analytical and problem-solving skills.
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Excellent attention to detail and accuracy in documentation.
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Ability to work independently and collaboratively in a professional environment.
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Customer-focused mindset with strong interpersonal skills.
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Ability to manage competing priorities under pressure.
Benefits
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Competitive salary package
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Performance-based incentives
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Medical and wellness benefits
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Retirement and pension contributions
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Professional development and training opportunities
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Employee assistance and wellness programs
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Paid annual leave and public holiday benefits
Why Join Absa Group?
Joining Absa Group means becoming part of a respected financial institution committed to innovation, integrity, and customer excellence. Employees benefit from a collaborative workplace culture, leadership development opportunities, and the chance to contribute to meaningful customer outcomes across Africa.
How to Apply
Interested candidates should submit:
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An updated CV/Resume
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A cover letter highlighting relevant experience
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Copies of academic and professional qualifications
Applications can be submitted through the careers section of Absa Group Careers or via the organization’s official recruitment channels.