Internal Dispute Resolution Consultant - GautengFull job descriptionJOB PURPOSEReview and resolve escalated claims outcome and service-related disputes in a fair and equitable manner. Contribute to the safeguarding of the organizations reputation by mitigating risk relating to disputes.RESPONSIBILITIESSolutions AnalysisReviewing a claims outcome and customer service complaint. Taking into account policy terms and conditions, ombudsman stances, legislation regulation etc. to determine the correct outcome for the external customers.Customer ServiceResponsibilities may include processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints. Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management. Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.Needs ClarificationAsk relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.Operational ComplianceEnsure all work meets operational, technical and financial results and/ or targets as and when required. Deliver on TCF principles in alignment with regulatory requirements. Identify instances of non-compliance with the organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.Client & Customer Management (Internal)Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.Personal Capability BuildingDevelop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies. Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education. General EducationGrade 12/ SAQA Accredited Equivalent (Essential)Relevant 3 year Business related degree / diploma (Advantageous)STI Qualification (Advantageous)RE compliant (Advantageous)FAIS compliant (Advantageous)EXPERIENCEGeneral Experience3 or more years’ experience in an insurance and claims environment (Essential)1 or more years' dispute resolution experience (Essential)Legal background within an insurance industry (Advantageous)Online reputation management experience (Advantageous*SAQA Accredited Equivalent* - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.Financial Sector Conduct Authority (FSCA)** competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) - As a registered Financial Service Provider, we are mandated to ensure that all our representatives are always and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.Employment EquityThe Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.Should you not hear from our team in 30 days, kindly consider your application unsuccessful.Unlock your greatness & be unstoppableAbout TIHTelesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.
