Insurance Escalation Specialist — Resolution Expert

Momentum; Sandton; On-site; ZAR 250,000 - 420,000; Full time

Job summary

Momentum is seeking a dedicated complaints handler in Sandton to ensure quick, accurate resolutions in line with policy and compliance. The role focuses on owning and resolving client complaints, coordinating with internal teams and regulators, and improving processes for a superior client experience.

Experience in complaints or client service, plus insurance industry exposure, will support effective handling and reporting within service levels.

Responsibilities

• Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.
• Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.
• Evaluate complaints and provide recommendation to resolution based on product information, service procedures and legislation.
• Communicate progress and resolution to clients in accordance with agreed standards and practices.
• Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
• Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
• Escalate complaints unable to be resolved to the relevant stakeholders to reach a conclusion.
• Provide input to complaints framework and approach to enhance client experience.
• Act as key contact to client to ensure complaints are resolved and client relationship is maintained.
• Advise internal parties in understanding client experience and improve business processes.
• Ensure accurate record keeping and enable reporting through data management.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to all relevant legislative / compliance requirements.
• Identify and report process and system failures and enhancements to improve client experience.

Job description

Momentum is seeking a dedicated complaints handler in Sandton to ensure quick, accurate resolutions in line with policy and compliance. The role focuses on owning and resolving client complaints, coordinating with internal teams and regulators, and improving processes for a superior client experience.

Experience in complaints or client service, plus insurance industry exposure, will support effective handling and reporting within service levels.