Specialist, Complaints

Standard Bank Of South Africa Limited; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An established industry player is seeking a Complaints Specialist to enhance client satisfaction in the insurance sector. This role focuses on transforming client experiences by addressing complaints effectively and ensuring compliance with Treating Customers Fairly principles. The ideal candidate will possess strong communication and analytical skills, with a background in short-term insurance and complaints management. Join a dynamic team dedicated to delivering exceptional service and fostering positive client relationships. If you are passionate about customer service and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 2-4 years experience in short-term insurance with knowledge of products and processes.
• Experience in complaints management and data analysis is essential.

Responsibilities

• Attend to client complaints and provide informed solutions.
• Support clients via Call Centre, Social Media, and Executive platforms.

Skills

Customer Communication

Problem Solving

Data Analysis

Decision Making

Business Acumen

Education

NQF Level 5

Insurance / Banking

Job description

Business Segment: Insurance & Asset Management

Location: ZA, GP, Roodepoort, Ellis Street 4

The Complaints Specialist will specifically attend to client complaints on behalf of the company for both short-term and long-term insurance.

The role involves providing and facilitating informed, helpful, and educative solutions to aggrieved clients, aiming to transform their service experience from unsatisfactory to satisfactory.

Additionally, the specialist will provide long-term solutions for the business while acting as a custodian of Treating Customers Fairly (TCF).

Support will be provided to clients via all platforms, including Call Centre, Social Media, and Executive.

A successful Complaints Specialist:

1. Supports and assists in complaint resolution.
2. Receives information from the business units to resolve complaints.
3. Creates awareness regarding service breakdowns to ensure corrective action.

Qualifications

Type of Qualification: NQF 5

Field of Study: Insurance / Banking

Experience Required:

1. 2 - 4 years experience in a short-term insurance environment, with knowledge of associated products, processes, and systems.
2. Experience in complaints management and application of complaints regulations is essential.
3. Experience in data analysis, problem identification, and reporting is required.
4. Some claims knowledge would be beneficial, along with broad personal lines insurance experience.

Additional Information:

1. Ability to elicit and appropriately act upon customer feedback.
2. Ability to analyze a single source of customer information to assess potential customer needs.
3. Ability to effectively communicate with customers via various channels and display knowledge of the entire bank value chain and how hand-offs work between business areas.
4. Ability to generate deep customer insights through communication skills.
5. Ability to operate within a service-focused environment.
6. Business acumen.
7. Quantitative and numerical skills.
8. Decision-making and problem-solving skills.

Please note: All our recruitment processes comply with the applicable local laws and regulations.

We will never ask for money or any form of payment as part of our recruitment process.

If you experience this, please contact our Fraud line.