Job Description

THE JOB AT A GLANCE

As the Complaints Specialist, you will be reporting to the Risk and Compliance Manager. You will be responsible for leading the management of complaints. Furthermore, you will be responsible for bridging the gap between the customers and the organisation with the aim of improving customer experience and satisfaction.

WHAT WILL YOU DO?

Complaints Management

Log, acknowledge and verify resolution of complaints Provide resolution letters for all complaints Monitor service level agreements for complaints resolution. Facilitate resolution of complaints, enquiries, including complaints, at all stages, according to internal processes, procedures and regulatory requirements Conduct root cause analysis of all complaints and compile reports Recommend remedial actions to address root causes of complaints Collaborate with Departmental Stakeholders responsible for resolving complaints Understand the reasons and factors behind complaints and address underlying causes through internal complaints management processes and procedures Assist in monitoring complaints trends.

Stakeholder Engagement

Attend complaints meetings with stakeholders to discuss and minute engagements and actions.

Risk and Compliance Management

Apply prescribed legislative and regulatory requirements when investigating and responding to complaints Support adherence to risk management principles by identifying, assessing, and mitigating risks related to complaints handling, customer interactions, and regulatory compliance Support internal audits and compliance reviews, ensuring complaint processes align with governance frameworks and risk management policies.

Reporting

Compile periodic and ad hoc reports, using prescribed templates Adhere to set deadlines for submitting reports Ensure accuracy and high quality of reports submitted to management and internal committees.

WHAT WILL YOU GET IN RETURN?

We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround time

The shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.

Our Commitment to transformation:

In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

WHAT YOU'LL BRING TO THE TABLE?

NQF Level 7: Legal Degree, or equivalent qualification 3 to 5 years within Insurance environment Familiar with standard concepts, practices and procedures in customer service and complaints management * Understanding of regulatory frameworks applicable to the financial services sector including but not limited to: Treating Customers Fairly, Policy Protection Rules, FAIS, FICA, Short- & Long-Term Insurance and POPI Legislation