Talent Pool : Escalations Specialist MMH251121-8

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

Role Purpose

The successful incumbent will be responsible for providing prompt and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.

Requirements

QUALIFICATIONS

• Matric or equivalent (Essential).


• Business related qualification (Desirable).


• Relevant product training (Essential).


• FAIS related qualification (Desirable).

Experience

• 3-5 years experience in a related role dealing with complaints or client service queries.


• Experience in the insurance industry.

KNOWLEDGE

• Relevant systems and processes (Essential).


• Complaints management framework, procedures and processes.


• Business products and associated rules.


• Relevant legislation.


• Compliance and risk mitigation.
  
• Technical knowledge of processes and legislation.


• In depth knowledge of the products in the business.


• Computer Literacy – MS Office: Work, Excel, Outlook and other business-specific software.

Duties and Responsibilities

INTERNAL PROCESS

• 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, complaints procedures and in light of legislative and organisational requirements.


• 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 collectively reach conclusion.


• Provide input and make recommendations 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 aligned with desired client experience.


• Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.


• 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.

CLIENT

• Provide authoritative, expertise and information to clients and stakeholders.


• Build and maintain relationships with clients and internal and external stakeholders.


• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.


• Make recommendations to improve client service and fair treatment of clients within area of responsibility.


• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.


• Positively influence and participate in change initiatives.


• Continuously develop own expertise in terms of professional, industry and legislation knowledge.


• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
  
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.


• Identify opportunities to enhance cost effectiveness and increase operational efficiency.


• Manage financial and other company resources under your control with due respect.


• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.