Senior Clerk

AVBOB South Africa; Centurion; On-site; ZAR 240 000 - 360 000; Full time

Job summary

A leading company in South Africa seeks a Senior Clerk: Complaints to enhance customer experience through effective complaint resolution and compliance with regulations. The role involves investigating complaints, maintaining records, and communicating decisions clearly. Join a dynamic team dedicated to employee development and performance rewards.

Benefits

Competitive remuneration package

Employee development opportunities

Performance rewards

Qualifications

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

Responsibilities

• Investigate and resolve complaints via multiple channels.
• Maintain records on the Complaint Management System.
• Prepare written resolutions for review.

Skills

Complaint Resolution

Regulatory Compliance

Customer Communication

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 100 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.

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