Legal and Complaints Officer 206 views

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Position: Legal and Complaints Officer

Responsible to: Head of Legal and Complaints

Job Description

Job Summary:

The Legal and Complaints Officer will assist in providing accurate and timely legal support and guidance to the business, communicating with external parties on legal matters, and managing end-to-end complaints resolution. The Officer will also assist with the preparation and review of agreements and other legal documents to protect the Bank’s legal rights, as well as ensuring fair and effective resolution of customer complaints to maintain customer satisfaction.

Key Responsibilities:

• Assist in providing legal advice and support to the business on legal issues, including assisting the Senior Legal and Complaints Officer and Head of Legal and Complaints with routine legal matters, identifying legal implications of potential liabilities, and recommending appropriate courses of action in compliance with the law;
• Perform research and updates of changes of laws and regulations, legal resources such as codes, judicial decisions, articles, statutes, and others to remain appraised with the current trends in the practice;
• Draft and review legal letters, agreements, and other legal documents as required, including the preliminary review of basic contracts and preparation of legal correspondence;
• Perform regular analysis of decisions and actions of the Bank to identify risks and manage legal issues by identifying problem areas, suggest alterative courses of action, and mitigation of risks as much as possible;
• Assist in the development of Department’s policies, procedures and guidelines in accordance with the applicable law;
• Communicate with external parties such as legal counsels, regulators, or auditors on legal matters;
• Manage and regularly update the litigation report and contract management system, monitor relevant deadlines, and assist with legal filing and maintenance of legal records;
• Handle all customer complaints, communicating to customers upon receipt and closure of the complaint as stipulated in the Complaint Handling Regulations, and ensure that all complaints raised are captured in the Bank’s Complaint Management System and resolved within time-frame;
• Investigate complaints competently and assess the nature of the complaint and provide fair appropriate remedial or redress action;
• Monitor and escalate recurring issues to the Head of Legal and Complaints to ensure that the level of service to customers is improved;
• Keep and maintain accurate records of complaints and submit reports to Central Bank and Management within reporting timeline;

Benefits

Remuneration

Salary will be based on qualifications and experience.

Job Requirements

Qualifications and Experience

Bachelor’s Degree in Business Management or related field with at least 3 years relevant banking experience in Customer Service or Legal.

Key Competencies

• Analytical and logical reasoning
• Legal research skills and techniques
• Client service skills and strong interpersonal skills, with the ability to communicate effectively with internal and external stakeholders
• Knowledge of substantive law and legal procedure
• Excellent time management skills
• Excellent written and oral communication and strong interpersonal skills, with the ability to communicate effectively with internal and external stakeholders
• Attention to detail
• High business ethics and integrity
• Proficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint) for maintaining trackers, analysing data and preparing reports
• Creative thinking and self-driven approach
• Good problem-solving and analytical skills
• Good judgment and decision-making
• Respect for customer and business confidentiality
• Excellent report writing skills
• Ability to work under minimal supervision and provide effective support to the Senior Legal and Complaints Officer and Head of Legal and Complaints

How To Apply

Interested candidate(s) are requested to Sign-up or login to apply now or should apply by submitting letter of application, up-to-date curriculum vitae and certificates to Chief Human Resource Officer, by email: [email protected].

Call us on: +248 4293 000 Visit our website: www.nouvobanq.sc

Nouvobanq reserves the right to contact only shortlisted candidates for interview.

Closing date: 16 November 2026

Note:

In order to increase your chances of a successful selection, kindly ensure that your application is complete and that all relevant information such as your qualifications have been provided with your application.   Otherwise, the Employer reserves the right not to consider your application for selection.