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4 hours ago
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.
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service
- Closing Date: 2026-09-05
Key Responsibilities
- 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.
Requirements
- 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
How to Apply
Apply by email: recruitment@nbfira.org.bw
Phone: +267 310 2595 / 3686100
Address: Plot: 3rd Floor Exponential Building 54351 CBD Private bag: 00314, Gaborone, Botswana
Phone: +267 310 2595 / 3686100
Address: Plot: 3rd Floor Exponential Building 54351 CBD Private bag: 00314, Gaborone, Botswana
Frequently Asked Questions
What qualifications or certifications are typically required for the Complaints and Enquiries Officer role at NBFIRA?
Applicants usually need a Bachelor’s degree in Law, Business Administration, Public Administration, or a related field from a recognised Botswana institution or equivalent. Relevant experience in customer service, regulatory compliance, or financial services is highly valued, and certification in dispute resolution or consumer protection (e.g., through BOFEPUSU or BIDA training programmes) may strengthen an application.
What does a typical day look like for a Complaints and Enquiries Officer at NBFIRA?
The role involves receiving, logging, and triaging complaints and enquiries from the public via phone, email, and walk-in channels, then escalating or resolving them within agreed service-level timelines. Officers also draft correspondence, maintain accurate records in NBFIRA’s case management system, and collaborate with internal departments such as Enforcement and Licensing to ensure regulatory alignment with Botswana’s Non-Bank Financial Institutions Act.
How does workplace culture and expectations differ for this role in Botswana compared to other countries?
In Botswana, respect for hierarchy, punctuality, and formal communication—especially in writing and official correspondence—is expected, reflecting broader public sector norms. Officers are also expected to uphold cultural sensitivity when engaging with diverse communities across regions, including using appropriate Setswana terminology where helpful and adhering to national values like Botho and accountability.
What realistic career progression paths exist after working as a Complaints and Enquiries Officer at NBFIRA?
With strong performance and further study (e.g., postgraduate qualifications in regulation or public policy), officers may progress to Senior Complaints Officer, Compliance Analyst, or roles in NBFIRA’s Consumer Protection Unit. Some transition into broader regulatory functions such as Licensing Support or Policy Development, while others pursue leadership pathways through internal promotions aligned with the Public Service Commission’s career framework.
What benefits—such as leave, medical aid, and pension—are typically offered in this role?
As a public sector role under the Botswana Public Service, officers are entitled to 30 days annual leave, sick leave, maternity/paternity leave per the Employment Act, and membership in the Botswana National Pension Fund (BNPF). Medical aid is usually provided through the Government Health Insurance Scheme (GHIS), and additional allowances may apply depending on grade and years of service.
How do I apply for this role, and what do employers in Botswana specifically look for in candidates?
Applications are submitted through the NBFIRA website or the Public Service Commission’s recruitment portal when vacancies are advertised; certified copies of academic documents, police clearance, and referee contacts are mandatory. Employers prioritise clear written and verbal communication in English and Setswana, proven empathy and conflict-resolution skills, familiarity with Botswana’s financial regulatory landscape, and evidence of integrity and discretion in handling sensitive information.