Client Experience & Complaints Specialist

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 260,000 - 400,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is seeking a dedicated Complaints Handler to join our Client Service Delivery team. You will resolve escalated client complaints, manage reputational risk, and drive improvements across the complaints handling value chain.

You will apply root cause analysis, ensure compliance with SOPs and SLAs, and provide product/process support to finalise customer cases, while staying aligned with regulatory developments.

Qualifications

• Experience in complaints handling, client service delivery, or escalations management (financial services experience advantageous).
• At least 3 years employee benefits experience, coupled with knowledge of the retirement fund act (Preferred).
• Strong understanding of customer service principles, governance, and reputational risk management.
• Excellent communication skills (written and verbal), with the ability to handle sensitive and complex matters professionally.
• Strong analytical and problem-solving skills, including root cause analysis.

Responsibilities

• Deal with escalated client queries and complaints, ensuring resolution to completion.
• Act as a support person and point of escalation for complex and difficult cases or clients.
• Facilitate root cause analysis and solution/action tracking across organisational boundaries.
• Ensure service delivery to clients and intermediaries remains aligned with approved business practices.
• Manage reputational risk associated with complaints through professional and compliant engagement.
• Provide technical product and process support to manage customer cases through to finalisation.

Skills

Complaints handling

Client service delivery

Escalations management

Financial services experience

Education

NQF Level 5

Tools

CRM Software

Job description

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is seeking a dedicated Complaints Handler to join our Client Service Delivery team. You will resolve escalated client complaints, manage reputational risk, and drive improvements across the complaints handling value chain.

You will apply root cause analysis, ensure compliance with SOPs and SLAs, and provide product/process support to finalise customer cases, while staying aligned with regulatory developments.