Specialist Complaints

Standard Bank Group; Roodepoort; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in the insurance sector is seeking a Complaints Specialist to manage client complaints effectively. The role involves transforming customer experiences and providing long-term solutions while ensuring compliance with regulations. Ideal candidates will have a strong background in insurance and excellent analytical skills.

Qualifications

• 2-4 years experience in short-term insurance environment.
• Experience in complaints management and data analysis.

Responsibilities

• Support and assist in complaint resolution.
• Create awareness regarding service breakdowns.

Skills

Communication

Analytical Skills

Problem Solving

Customer Focus

Education

NQF Level 5

Job description

Job Title: Complaints Specialist

To specifically attend to clients' complaints on behalf of the company for short-term and long-term insurance. To provide and facilitate informed, helpful, and educative solutions to aggrieved clients, transforming their service experience from unsatisfactory to satisfactory, while providing long-term solutions to the business and acting as custodians of Treating Customers Fairly (TCF). To assist clients via all platforms, including Call Centre, Social Media, and Executive channels.

Responsibilities of a Successful Complaints Specialist:

1. Support and assist in complaint resolution.
2. Receive information from business units to resolve complaints.
3. Create awareness regarding service breakdowns to ensure corrective actions.

Qualifications:

Type of Qualification: NQF Level 5

Field of Study: Insurance / Banking

Experience Required:

• 2-4 years of experience in a short-term insurance environment with knowledge of its products, processes, and systems.
• Experience in complaints management and application of complaints regulations.
• Experience in data analysis, problem identification, and reporting.
• Claims knowledge and broad personal lines insurance experience are beneficial.

Additional Skills and Attributes:

• Ability to elicit and act upon customer feedback appropriately.
• Ability to analyze customer information to assess needs.
• Effective communication skills across various channels and understanding of the bank value chain.
• Ability to generate deep customer insights.
• Customer-focused attitude within a service environment.
• Business acumen, quantitative, and numerical skills.
• Decision-making and problem-solving skills.
• Strong analytical skills.

Remote Work and Employment Type:

Details to be specified.

Key Skills: