Regulatory Dispute Adjudicator

Absa Group; Johannesburg; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A banking institution in South Africa is seeking a professional to resolve customer complaints referred by Ombudsman and Regulators. The role involves applying Treating Customers Fairly principles while building strong relationships with stakeholders. Candidates should possess a relevant tertiary qualification along with 3-5 years experience in complaints resolution and customer service. The organization values a customer-centric mindset and problem-solving ability in its team members.

Qualifications

• Minimum 3–5 years in complaints resolution, customer service, or regulatory engagement.
• Experience engaging with Ombudsman and regulatory bodies.

Responsibilities

• Resolve complaints referred by Ombudsman and Regulators.
• Build strong relationships with internal and external stakeholders.
• Ensure compliance with governance standards and SLA commitments.

Skills

Strong communication and negotiation skills

Customer‑centric mindset

Creative problem-solving

Collaboration and influencing skills

Education

Relevant tertiary qualification in Banking, Compliance or Risk Management

Bachelor’s Degree in Business, Commerce and Management Studies

Job description

Empowering Africa’s tomorrow, together…one story at a time.

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 resolve complaints referred by Ombudsman and Regulators within the banking division by engaging directly with customers and external bodies, applying Treating Customers Fairly (TCF) principles, and using creative problem‑solving to achieve fair outcomes.

Build strong relationships with internal stakeholders and external counterparts while ensuring compliance with governance standards and SLA commitments.

Job Description

Education

• Relevant tertiary qualification (e.g., Diploma or Degree in Banking, Compliance, Risk Management, or related field) or equivalent experience in banking complaints resolution and regulatory engagement.
• Bachelor’s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required).

Experience

• Minimum 3–5 years in complaints resolution, customer service, or regulatory engagement.

Competencies

• Strong communication and negotiation skills.
• Customer‑centric mindset with empathy and problem‑solving ability.
• Ability to think creatively under pressure.
• Collaboration and influencing skills.

Accountability: Legal Risk

• Engage regularly with Ombudsman and regulator offices to share information, clarify issues, and resolve disputes professionally.
• Apply internal policies and regulatory guidelines consistently; elevate matters requiring legal interpretation to the designated internal legal resource.

Accountability: Leadership & Management

• Manage own caseload to completion, ensuring all complaints are responded to time‑suitably and with a fair, quality approach.
• Liaise effectively between customers, business units, Ombudsman, and regulator offices to achieve resolution.
• Contribute to team objectives and strategy; provide high‑quality support to business stakeholders.
• Demonstrate strong relationship‑management skills with customers and external bodies.
• Demonstrate strong analytical skills and solve complex problems creatively and effectively.
• Add value in operational discussions and provide insights that improve complaint‑handling processes.

Accountability: Risk and Control

• Actively raise the profile of the Customer Care function and embed governance and control requirements in all case handling.
• Maintain accurate, auditable records for assurance and reporting.
• Identify risks and escalate appropriately to protect the Bank’s reputation and compliance posture.

Accountability: Teamwork

• Share knowledge and provide support to complaint‑resolution teams on TCF principles.
• Collaborate across teams and geographies to break down silos; provide constructive feedback and openly share expertise.

Accountability: Technical

• Handle sensitive disputes professionally and confidentially; resolve quickly to limit reputational, regulatory, and financial risk.
• Engage customers directly (calls/letters) and liaise with Ombudsman/regulators to clarify issues, agree steps, and close out resolutions.
• Use case‑management systems effectively; produce regular reports on complaint volumes and resolution trends.

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.