Senior Clerk (Complaints Handling)

Avbob; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading company in South Africa is seeking a Senior Clerk: Complaints to enhance customer experience through effective complaint resolution. The role involves investigating complaints, applying relevant legislation, and maintaining records. Join a dynamic team that values employee development and rewards performance.

Benefits

Competitive Remuneration Package

Employee Development

Rewards for Excellent Performance

Qualifications

• Experience in investigating and resolving complaints.
• Knowledge of legislation such as FAIS Act and POPIA.

Responsibilities

• Investigate and resolve complaints via various channels.
• Maintain records on the Complaint Management System.
• Identify complaint trends and recommend improvements.

Skills

Complaint Resolution

Communication

Regulatory Compliance

Job description

We are looking for a Senior Clerk: Complaints (B5) to join our dynamic team.

This role is crucial in enhancing the Group's customer experience through effective complaint resolution and regulatory compliance. You will be working for a company that is over years old with strong values.

In return for your services, you will be paid a competitive remuneration package. You will be working for an organization that values employee development and rewards excellent performance.

Responsibilities include:

1. Investigate and resolve complaints received via phone, email, and online channels.
2. Apply legislation such as the FAIS Act, PPR, and the upcoming COFI Act during complaint resolution.
3. Maintain detailed records on the Complaint Management System (CMS).
4. Prepare written resolutions for review by the Department Head.
5. Communicate decisions clearly while upholding the Treating Customers Fairly (TCF) principles.
6. Escalate unresolved or systemic issues to management.
7. Identify complaint trends and recommend process improvements.
8. Comply with POPIA and all data security and confidentiality policies of AVBOB.