Complaints Officer

The Complaints Officer ensures accurate logging, investigation and handling of debtor complaints in line with internal policies, regulatory requirements and service standards. The role supports end-to-end complaint management, timely resolution and effective communication with internal departments and debtors. Main Responsibilities Performs initial case assessments and follows established procedures to ensure fair, consistent and regulatory-compliant complaint handling. Collects and reviews the required information and supporting documentation to facilitate complaint investigations. Collaborates with internal departments to gather information and support effective complaint resolution. Prepares draft responses and supporting documentation, ensuring clarity, accuracy and professionalism.…