Customer Experience & Escalations Expert

Oneplan.co.za; Sandton; On-site; ZAR 360,000 - 480,000; Full time

Job summary

OnePlan Insurance in Sandton is seeking a Customer Experience & Escalations Specialist to join our Operations team. This role focuses on investigations of complex customer issues across health-related products, ensuring proper resolutions and preventing recurrence.

The ideal candidate will have 3+ years in insurance or financial services, strong problem-solving skills, and the ability to coordinate across departments to maintain accuracy and governance in policy and billing processes.

Qualifications

• 3+ years of experience in insurance, financial services, or policy administration.
• Strong investigative and problem-solving skills with attention to detail.
• Ability to handle complex escalations across multiple departments.

Responsibilities

• Investigating and resolving complex customer complaints and escalations.
• Identifying root causes and coordinating corrective action.
• Investigating premium discrepancies and payment allocation issues.
• Tracing payments that have not reflected against customer policies.
• Investigating and validating refunds and customer credits.
• Resolving complex invoicing queries, credit memos and account discrepancies.
• Managing specialist policy transactions including redates, cancellations, upgrades, downgrades and dependant changes.
• Supporting Short Term policy cancellations and associated premium/refund calculations.
• Correcting complex policy administration errors.
• Supporting Customer Care, Sales, Retentions, QA, Collections and Authorisations with escalated policy amendments.
• Ensuring every financial and policy correction is accurate, authorised and fully traceable.
• Identifying recurring system, process and training failures and helping the business prevent them from happening again.
• You'll work primarily across Q-Contact, Otobo, Hello Peter and related OnePlan and customer interaction platforms.

Skills

Investigative skills

Problem-solving

Attention to detail

Communication

Cross-department collaboration

Tools

Q-Contact

Otobo

Hello Peter

Job description

OnePlan Insurance in Sandton is seeking a Customer Experience & Escalations Specialist to join our Operations team. This role focuses on investigations of complex customer issues across health-related products, ensuring proper resolutions and preventing recurrence.

The ideal candidate will have 3+ years in insurance or financial services, strong problem-solving skills, and the ability to coordinate across departments to maintain accuracy and governance in policy and billing processes.