Complaints Management Specialist | Johannesburg

• Log, track, and resolve client complaints and errors within agreed turnaround times.
• Investigate non-standard complaints, engaging with internal and external stakeholders to deliver fair, effective resolutions.
• Communicate outcomes clearly to clients and ensure every case is formally closed out.

• Ensure adherence to Treating Customers Fairly (TCF) principles and regulatory requirements.
• Continuously review and improve the complaints management process, recommending innovative solutions.
• Facilitate monthly complaint resolution committee meetings and provide actionable feedback to the business.

• Maintain accurate client records and enhance database integrity through targeted campaigns.
• Produce reports, dashboards, and MIS to track complaint trends and client data status.
• Identify systemic issues through trend analysis and support operational improvements.

• Partner with business units, vendors, and internal teams to resolve issues efficiently.
• Provide insights from complaints analysis to influence system enhancements, policy updates, and process changes.

• Stay updated on industry trends, regulatory changes, and best practices.
• Own your development through training and skills enhancement.
• Support business strategy by aligning processes and solutions to organizational goals.

• Matric / Grade 12 and an Advanced Diploma or Degree.

• Minimum 3 years experience in complaints handling within Insurance (Short-term Insurance preferred).

• MS Office proficiency.
• Strong communication and negotiation skills.
• Ability to manage pressure and prioritize effectively.

• Regulatory and governance frameworks.
• Risk management principles.
• Project management fundamentals.
• Data integrity and analysis.

• Customer Focus.
• Stress Tolerance.
• Problem-Solving & Decision Making.
• Managing Work Under Pressure.
• Technical & Professional Expertise.

JobPlacements.com