Regulated Complaints & Case Management Specialist

CXP are now part of the Huntswood Group; Durban; In loco; ZAR 120.000 - 240.000; Tempo pieno

Descrizione del lavoro

CXP are now part of the Huntswood Group in Durban seeks a customer-focused professional to handle inbound and outbound calls, assisting customers and Claims Management Companies with scheme queries and completing end-to-end case assessments in a regulated environment.

You will perform data cleansing, maintain accurate case notes, and ensure documentation meets scheme requirements while delivering compliant guidance and managing cases from start to finish.

Competenze

• Minimum of a Matric/NQF 4 qualification.
• Minimum 1 year unbroken experience in a fast-paced telephony environment, complaints logging, handling or case management.

Mansioni

• Perform data cleansing, reviewing, correcting, and updating customer records before assessment.
• Maintain accurate case notes, audit trails and documentation in line with scheme requirements.
• Deliver high-quality inbound and outbound call handling, providing compliant guidance to customers and CMCs.
• Manage customer cases and complaints end-to-end, ensuring decisions align with regulatory standards.
• Conduct comprehensive case reviews, gathering evidence and validating information.
• Handle objections, evidence reviews and case reconsiderations.
• Identify and escalate complex queries, complaints and vulnerable customer cases.

Conoscenze

Written communication

Verbal communication

Attention to detail

Problem solving

Data analysis

IT literacy

Formazione

Matric/NQF 4

Strumenti

Case management systems

Data entry tools

Descrizione del lavoro

CXP are now part of the Huntswood Group in Durban seeks a customer-focused professional to handle inbound and outbound calls, assisting customers and Claims Management Companies with scheme queries and completing end-to-end case assessments in a regulated environment.

You will perform data cleansing, maintain accurate case notes, and ensure documentation meets scheme requirements while delivering compliant guidance and managing cases from start to finish.