Vacancy: Complaints and Enquiries Officer

VACANCY

Non-Bank Financial Institutions Regulatory Authority (NBFIRA) invites suitably qualified individuals to apply for the following vacancy:

1. Complaints and Enquiries Officer

Reports to: Manager – Communication and Consumer Affairs

Main Purpose of the job

To effectively manage and resolve consumer complaints and enquiries efficiently while supporting NBFIRA’s consumer education and communication programmes through high-quality written, visual and digital content.

Qualifications and Experience

• At least an Advanced Diploma in Administration, Business or any other related field from a recognised institution. Degree in Communications, Public Relations, Journalism, Marketing, Corporate Communications, or a related field (Preferred).
• Professional Certification in customer care services  
• At least 3-4 years of similar work experience

Specialised knowledge, Technical skills and Competencies

1. Complaints management
2. Knowledge of consumer protection frameworks and financial services regulation
3. Customer relations
4. Content development
5. Social media management
6. Graphic design (Canva, Adobe Creative Suite, etc.)
7. Able to complete multiple assignments, maintain quality, work under pressure and adhere to deadlines.
8. Maintain confidentiality and respectful of sensitive situations.

Interested candidates who meet the requirements are invited to submit their applications, CV, certified copies of their academic qualification and identification documents.

The names of and contact details of two referees (2) who know you in a capacity to comment on your suitability for the position applied for. One of the referees should be either your current or previous employer.

All applications referencing the position applied for should be sent to the below email address with email subject title: (Vacancy Name) e.g. Complaints and Enquiries Officer

recruitment@nbfira.org.bw

NBFIRA will process your personal data solely for recruitment purposes in accordance with the Privacy Policy on our website. Should you wish to access, correct, or delete your personal data, contact us on the above email.

Closing date of applications is on September 5, 2026 at latest by 17:00hrs.