Complaints and QA Specialist | Waterfall, Johannesburg

In brief

**Overview** This role is for a Complaints and QA Specialist at PSG Konsult, located in Waterfall, Johannesburg. The position involves comprehensively managing client and adviser queries and complaints, ensuring their resolution within service level agreements, and adherence to relevant regulatory frameworks and internal governance standards. It also contributes to risk management, process improvement, and training within the client services function. **What you will do** * Resolve client and adviser queries and complaints within service level agreements, ensuring first call resolution where possible. * Support the risk governance framework by logging incidents, managing resolutions, and identifying root causes to implement mitigation measures. * Provide input to improve processes and controls within Client Services through training functions. * Provide complaints reports for business and external reporting requirements, including alpha tickets. * Implement training outcomes that will reduce processing errors and losses. * Effectively manage the escalations process and high-value monitoring as stipulated in Service Level Agreements and the High transaction value policy. * Analyze complaint trends, root causes, and emerging risks, proposing controls and facilitating their implementation. * Conduct independent reviews of queries/complaints and engage with internal departments to gather information and facilitate resolutions. * Ensure complaint handling complies with FAIS requirements, Pension Funds Act, POPIA, Treating Customers Fairly (TCF) principles, and 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. * Support PSG strategy by servicing clients and advisers through complaints resolution. * Propose improvement ideas for processes and controls to reduce complaints. * Effectively manage complaints by logging them. * Identify and action training needs. * Drive web adoption and resolve IT tickets complaints together with the Funds IT team. **Requirements (from the original advert)** * 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. * 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. **Who should apply** The ideal candidate is an individual with an NQF Level 7 qualification in Finance, Law, or Risk Management, who possesses at least 3 years of experience within the Financial Services industry, specifically in Investments/Wealth. They should demonstrate solid product knowledge of the LISP, unit trusts, and securities environment, coupled with direct experience in client services with a focus on complaints resolution. This role requires excellent customer service, strong communication (both verbal and written), problem-solving, negotiation, and interpersonal skills, along with meticulous attention to detail and the capacity to perform effectively under pressure. **Deadline** 18-Oct-2026 **Reference** Original posting: https://www.myjobmag.co.za/job/complaints-and-qa-specialist-waterfall-johannesburg-psg-konsult-ltd Source: myjobmag

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At a glance

• At least 3 years of experience.

• Customer service

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