JOB DESCRIPTIONJob Title: Complaints Handling InternLocation: BlantyreJob Type: Internship Job PurposeTo support the receipt, investigation, and resolution of customer complaints across the Company’s digital lending products, ensuring timely, fair, and satisfactory outcomes in line with the Company’s complaints handling policy and regulatory requirements.Key ResponsibilitiesReceive, log, and categorize customer complaints received.Investigate complaints by liaising with relevant departments (Credit, Collections, IT,Compliance) to establish facts and root cause.Ensure complaints are resolved within defined turnaround times and in line with the Company’s complaints handling policy and regulatory guidelines.Communicate resolution outcomes to customers clearly, professionally, and empathetically.Maintain an accurate and up-to-date complaints register for reporting, audit, and regulatory purposes.Identify recurring complaint trends and escalate systemic issues to management for corrective action.Support the preparation of periodic complaints reports for management and regulatory submission.Assist in reviewing and improving complaints handling processes and customer service standards.
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