Vaga para Collections Customer Experience Officer-Banco Absa

  Job Summary

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework ,internal Policies and Policy Standards and act as a liaison ,resolution officer for the Collections Customer Department regarding customer, Complaints and reputational risk management.

Job Description

  • Handle Retail Bank Collections complaints received (from Compliance, Branches, Customers etc.);
  • Attend to all complaints evidencing possible reputational risk timeously and professionally in an endeavor;
  • Escalate matters to the Head of C&R where resolution may not be achieved;
  • Interact with the respective segments in order to resolve the customer complaints within agreed Turnaround time;
  • Consolidate data to track progress and status of all complaints and activities in the weekly/monthly report and provide any commentary & progress update needed to contextualize the data used in the report
  • Interact with internal and external clients when concluding complaints, and track all the complaints;
  • Update the In House systems with all details pertaining to complaints received and status thereof;
  • Handle all complaints and resolve timely to ensure that the customer concerns are addressed and that the bank is able to recover from the complaint lodged by the customer;



Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required).



Local: Maputo