Complaints and QA Specialist | Waterfall, Johannesburg

Closing date: 18-Oct-2026 Responsibilities: Resolving client and adviser queries and complaints within service level agreements. Support the risk governance framework with logging incidents, resolution and root cause process to implement mitigation measures. Provide input to improve processes and controls within CS through training function. Provide complaints reports for business and external reporting requirements including alpha tickets. Implementation of training outcomes that will reduce processing errors and losses. Effective management of escalations process and high-value monitoring as stipulated in the Service Level Agreements and High transaction value policy. Analyse complaint trends, root causes, and emerging risks and propose control and facilitate implementation. Conduct independent review of queries/complaints and engage with internal departments to gather information and facilitate resolutions. Ensure complaint handling complies and adheres to FAIS requirements, Pension Funds Act, POPIA, Treating Customers Fairly (TCF) principles Internal governance standards from a handling and reporting perspective. Provide professional written responses for customers, regulators, and business stakeholders. Maintain accurate complaint records and case management documentation. Assist the Legal and compliance team with Ombudsman and regulatory complaints submissions and responses. Identify opportunities to improve customer outcomes and operational efficiencies and effectiveness. Escalate high-risk, complex, or potentially reputational complaints appropriately. Produce complaint-related reports and management information as required. Contribute to continuous improvement initiatives and customer experience enhancement projects. Key Activities Support PSG strategy by servicing clients and advisers through complaints resolution. Ensuring first call resolution for complaints. Improvement ideas for processes and controls to reduce complaints. Effective complaints management by logging the complaints. Identify and action training needs. Drive web adoption and resolve IT tickets complaints together with Funds IT team. Minimum requirements: NQF Level 7 in Finance, Law or Risk Management Minimum 3 years' experience within the Financial Services industry (Investments/Wealth) Solid product knowledge within the LISP environment, understanding of unit trusts and securities environment Experience in Client Services with specific emphasis on complaints resolution. Competencies Excellent customer service skills. Excellent communication skills (verbal and written). Strong problem-solving skills. Negotiation skills. Excellent interpersonal skills. Attention to detail. Ability to work well in a high-pressure environment.