Complaints & Customer Experience Specialist

Old Mutual Life Assurance Company (SA) Ltd (PFA); Johannesburg; Vor Ort; ZAR 300.000 - 420.000; Vollzeit

Zusammenfassung

Old Mutual Life Assurance Company (SA) Ltd (PFA) seeks a dedicated complaints specialist to deliver exceptional customer experience by resolving issues end-to-end, while adhering to TCF and market conduct standards. You will provide expert guidance on complaint handling, conduct root-cause analysis, prepare formal responses, and track trends to enable proactive service improvements across the business.

Essential: 3–5 years in Customer Care/Service/Complaints and insurance experience; desirable:

Qualifikationen

• 3-5 years' relevant (Customer Care/Service/Complaints) experience.
• Insurance experience.

Aufgaben

• Owns end-to-end complaints management; prioritises and escalates as needed.
• Provides expert advice on complaint handling and investigation techniques.
• Writes formal responses and tracks trends to drive proactive improvements.
• Facilitates root-cause analysis and sharing learnings across teams.
• Maintains compliance with organisational policies, procedures and standards.

Tools

OMI systems

Jobbeschreibung

Old Mutual Life Assurance Company (SA) Ltd (PFA) seeks a dedicated complaints specialist to deliver exceptional customer experience by resolving issues end-to-end, while adhering to TCF and market conduct standards. You will provide expert guidance on complaint handling, conduct root-cause analysis, prepare formal responses, and track trends to enable proactive service improvements across the business.

Essential: 3–5 years in Customer Care/Service/Complaints and insurance experience; desirable: