Job description
VACANCY ANNOUNCEMENT @ SWIFT DIGITAL FINANCE
POSITION: COMPLAINTS HANDLING INTERN
Location: Blantyre
OVERVIEW
To 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.
Job Type: Internship
Application Deadline: Friday, 25th September 2026
POSITION: COMPLAINTS HANDLING INTERN
JOB TYPE: Internship
KEY RESPONSIBILITIES
Receive, 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.
KEY REQUIREMENTS
Bachelor's Degree in Business Administration, Communications, Social Sciences, or a related field.
Strong written and verbal communication skills.
Excellent interpersonal skills with a customer-centric mindset.
Ability to remain calm, empathetic, and professional when handling difficult or sensitive customer interactions.
Good analytical and problem-solving skills.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Prior exposure to customer service, call centre, or complaints handling is an advantage.
KEY KPIs
Complaint resolution turnaround time.
Customer satisfaction with resolution outcomes.
Accuracy and completeness of complaints records.
Number of recurring/systemic issues identified and escalated.
HOW TO APPLY
Interested candidates should submit a cover letter, detailed CV, and copies of relevant certificates not later than 25th September 2026 to:
Email: loans@swiftcapital.mw
Only shortlisted candidates will be contacted. Swift Digital Finance is an equal opportunity employer.