Customer Resolution Advisor

Sanlam; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading financial services provider in South Africa is seeking a Customer Service Specialist to manage customer complaints and complex queries effectively. You will act as the primary point of contact, ensuring resolution and high satisfaction levels. The ideal candidate will have a minimum of 3 years’ experience in customer service within the Short-Term Insurance sector, showcasing strong problem-solving, communication skills, and the ability to function under pressure. This role is crucial in enhancing customer experiences and compliance with regulatory standards.

Qualifications

• Minimum 3 years' experience in a customer-facing role within the Short-Term Insurance industry.
• OR Minimum 2 years direct experience handling escalated complaints, disputes, or complex claims/underwriting queries.
• Claims experience would be advantageous.

Responsibilities

• Act as the primary point of contact for customers with complaints or complex queries.
• Take ownership of customer complaints from initial receipt until resolved.
• Investigate and resolve customer concerns promptly and professionally.
• Collaborate with internal teams to ensure timely feedback.
• Accurately capture all complaints on the system.
• Document all interactions and resolutions on the system.
• Provide feedback to improve processes and reduce recurring issues.
• Ensure high levels of customer satisfaction.

Skills

Customer Service

Reporting and Administration

Quality, Compliance and Accreditation

Business Processes

Services Knowledge

Education

Grade 12/Standard 10/NQF4

Relevant tertiary qualification

Job description

Who are we?

MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world‑class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the "what‑ifs" of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay's core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you.

What will make you successful in this role?

Minimum Qualification Required

• Grade 12/Standard 10/NQF4
• Relevant tertiary qualification (beneficial)

Minimum Experience

• Minimum 3 years' experience in a customer-facing role within the Short-Term Insurance industry.
• OR Minimum 2 years direct experience handling escalated complaints, disputes, or complex claims/underwriting queries.
• Claims experience would be advantageous.

Role and responsibilities

• Act as the primary point of contact for customers with complaints or complex queries.
• Take ownership of customer complaints from initial receipt, manage customer expectations and hand‑hold the process until a resolution has been reached.
• Investigate and resolve customer concerns promptly and professionally.
• Collaborate and liaise with internal teams (Claims, Client Services, Sales) to ensure timely feedback and effective solutions.
• Accurately capture all complaints and queries on system.
• Document all interactions and resolutions on system.
• Ensure adherence to internal SLAs and regulatory timelines.
• Provide feedback to improve processes and reduce recurring issues.
• Maintain high levels of customer satisfaction.
• Ensure all resolutions and customer interactions strictly comply with South African regulatory frameworks, including the Financial Advisory and Intermediary Services Act (FAIS), the Protection of Personal Information Act (POPIA), and relevant consumer protection legislation.

The successful candidate will demonstrate

• Excellent verbal and written communication.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Attention to detail.
• Time management and multitasking skills.
• Customer-focused mindset and interpersonal skills.
• Identify trends in customer complaints and provide actionable insights and recommendations to management for process, policy, or product improvements to mitigate future risk.
• Ability to work effectively across functional teams to achieve a common customer outcome.
• Capacity to manage difficult customer interactions while maintaining professional composure and customer‑centricity.

Knowledge and Skills

• Customer Service
• Reporting and Administration
• Quality, Compliance and Accreditation
• Business Processes
• Services Knowledge

Personal Attributes

• Communicates effectively – Contributing dependently
• Decision quality – Contributing dependently
• Action orientated – Contributing dependently
• Optimises work processes – Contributing dependently

Build a successful career with us

We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation – Contributing dependently
• Customer focus – Contributing dependently
• Drives results – Contributing dependently
• Collaborates – Contributing dependently
• Being resilient – Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Deadline to apply: 09 January ****.