Client Relations & Complaints Specialist

Old Mutual South Africa; Cape Town; Presencial; ZAR 320.000 - 460.000; Jornada completa

Descripción de la vacante

Old Mutual South Africa seeks a dedicated Complaints Handler to join Client Service Delivery. You will resolve escalated complaints, manage reputational risk, and drive improvements across the complaints handling value chain.

Responsibilities include handling complex cases, root-cause analysis, and ensuring adherence to SLAs and governance. Strong communication and multi-language skills are advantageous.

Formación

• Experience in complaints handling, client service delivery, or escalations (financial services advantageous).
• At least 3 years of employee benefits experience with knowledge of the Retirement Funds Act.
• Strong communication and analytical skills; able to handle sensitive matters professionally.

Responsabilidades

• Resolve escalated client queries and complaints to final resolution.
• Act as escalation point for complex cases.
• Conduct root cause analysis and track corrective actions.
• Ensure SLA compliance and adherence to governance and policies.
• Collaborate with internal stakeholders to improve processes and reporting.

Conocimientos

Customer service

Complaint management

Escalation handling

Communication skills

Root cause analysis

Multilingual (SA languages)

Educación

NQF Level 5 - Higher/Occupational Certificate

Herramientas

CRM Software

Descripción del empleo

Old Mutual South Africa seeks a dedicated Complaints Handler to join Client Service Delivery. You will resolve escalated complaints, manage reputational risk, and drive improvements across the complaints handling value chain.

Responsibilities include handling complex cases, root-cause analysis, and ensuring adherence to SLAs and governance. Strong communication and multi-language skills are advantageous.