Complaints Officer - Nutun RX

Johannesburg

Presencial

ZAR 300.000 - 460.000

Tempo integral

Há 12 dias

Uma candidatura completa em um minuto

Currículo e carta de apresentação personalizados, prontos para serem enviados.

Passe pelos filtros ATS

Resumo da vaga

Trending Talent Solutions is seeking a Complaints Handler in Johannesburg to support the Risk, Audit and Compliance Team. The role focuses on processing DSARs and resolving complaints with a focus on fair, compliant outcomes.

You will maintain clear case chronologies, adhere to regulatory timelines, and escalate issues as needed. Strong communication and data protection knowledge are essential for success in this role.

Qualificações

DSAR handling within POPIA/PO GDPR timelines and redaction standards.
Excellent written and verbal communication.
Active listening with clear, concise responses.
Ability to prioritise and manage a caseload to tight timelines.
Ability to follow process and seek guidance when needed to ensure compliance.
Capable of independent delivery while collaborating with the team.
Able to identify thematic trends and produce board-ready reports.
Experience in producing investigation chronologies and case files for regulatory scrutiny.

Responsabilidades

Process and respond to DSARs within statutory timelines and redaction rules.
Handle and resolve client and third-party complaints and disputes.
Maintain accurate chronology and case files for each complaint.
Escalate to Head of Risk and Compliance as required by policy/regulation.
Ensure all communications are professional and compliant with FCA/SRA where applicable.
Log all complaints per policy and service level standards.
Identify recurring themes and report to leadership.

Conhecimentos

DSAR processing

Communication skills

Active listening

Caseload prioritisation

Process and procedure

Independent & team work

Trend reporting

Investigation chronology

Formação

Grade 12/Matric or NQF Level 4

Ferramentas

MS Office

Descrição da vaga

Purpose

As part of the Risk, Audit and Compliance Team, the role of Complaints Handler supports the team and business to investigate and resolve complaints and disputes made by Clients, Customers and where applicable third parties in line with the business’ regulatory framework and the service level agreements in place with Clients. The role also supports the business to process and respond to Data Subject Access Requests (DSARs) in accordance with policy, procedural and regulation. This role is delivered with the highest level of customer experience with the objective of providing a resolution and outcome that is both fair and compliant.

Key Objectives

The role of Complaints Handler is to be performed to achieve as a minimum the following key objectives:

To process and respond to Data Subject Access Requests (DSARs) within statutory timelines, including correct handling of redaction and third-party data;
To gain and maintain a high-level understanding of regulatory framework and the requirements of the Financial Conduct Authority (FCA) and Solicitors Regulation Authority (SRA) and any other relevant accreditor for the handling and dealing of complaints;
The treatment of Customers in a fair, compliant, professional and consistent manner and in accordance with the principles and requirements of the FCA and the SRA;
Process Customer complaints and disputes in accordance with the policies and procedures in place.
To investigate complaints to ensure that there is a clear and recorded chronology of the content and actions, steps and communications taken in relation to the services and/ or complaint.
To identify potentially vulnerable customers in accordance with Treating Customers Fairly (TCF) outcomes and apply appropriate handling and escalation.
Manage complaints in an efficient and productive manner to ensure adherence to all relevant timescales;
To ensure all communications are professional, coherent, clear, concise and of suitable tone.
To ensure that guidance is sought of the relevant or available line manager, Head of Risk, Audit and Compliance or other manager for notification and escalation of complaints from regulators, relevant bodies and clients.
To ensure that all complaints are logged in accordance with policies, procedures and service level standards.
To ensure that any noted themes of complaints are reported to the Head of Risk, Audit and Compliance and escalated to the Board.

Skills & Competencies

Working knowledge of Data Subject Access Request (DSAR) processing under POPIA and/or UK GDPR, including statutory timelines, redaction standards, and third-party data considerations
Excellent communication skills both written and verbal.
Active listening skills with the ability to evaluate information and respond in a clear, concise and calm manner.
Ability to prioritize and manage the resolution of a caseload of complaints in adherence with all relevant timescales whilst maintaining a high level of accuracy.
Ability to follow process and procedure and seek guidance and supervision when required to process complaints efficiently and compliantly.
The ability to work independently and take accountability for the delivery of set work and caseloads but also work collaboratively in a team to achieve the outcomes necessary for the business and its clients.
Ability to identify thematic trends across a complaints caseload and produce clear, board-ready trend reporting.
Demonstrated ability to produce an investigation chronology and case file to a standard suitable for regulatory scrutiny.

Experience & Qualifications

Grade 12/Matric or NQF Level 4 equivalent.
2+ years’ experience in a regulated complaints, compliance, or financial services environment, with experience in data protection/DSAR handling preferred
Proficiency in MS Office
Experience in working with targets and tight deadlines.
Knowledge of relevant legislative requirements, specifically FSCA/FCA and LPA/SRA complaints-handling and conduct rules, and POPIA/UK GDPR as applicable to DSAR processing.

Authority & reporting line