Insurance Escalations Specialist: Client Resolution

Momentum; Sandton; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Momentum in Sandton seeks an experienced complaints specialist to resolve client issues promptly in line with policy and regulatory requirements. You will manage escalations from clients, social channels, and regulators, ensuring timely resolutions and robust documentation.

The role requires 3–5 years of related experience, insurance industry knowledge, and a solid grasp of product rules and compliance. A Matric certificate and relevant FAIS/product training are expected, with MS Office

Qualifications

• 3–5 years in complaints or client service roles
• Experience in the insurance industry
• Matric or equivalent (Essential)
• Relevant product training and FAIS knowledge (Essential/Desirable)

Responsibilities

• Take ownership of all client complaints and resolve promptly.
• Escalate unresolved complaints to appropriate stakeholders.
• Provide progress updates to clients per agreed standards.
• Analyze complaints to identify trends and improvements.
• Maintain records and support reporting.

Skills

Complaint handling

Insurance industry knowledge

MS Office proficiency

Communication skills

Legislation knowledge

Education

Matric or equivalent

Relevant product training

Business related qualification

FAIS qualification

Job description

Momentum in Sandton seeks an experienced complaints specialist to resolve client issues promptly in line with policy and regulatory requirements. You will manage escalations from clients, social channels, and regulators, ensuring timely resolutions and robust documentation.

The role requires 3–5 years of related experience, insurance industry knowledge, and a solid grasp of product rules and compliance. A Matric certificate and relevant FAIS/product training are expected, with MS Office