It takes a special kind of person to handle a complaint successfully, ensuring the retaining of clients.  It is a skill.  One that is developed over years of learning and hard work. And it is most definitely a love for this space that would make you successful in this function.

If you love your role as a Complaints professional, and you wish to add value at one of our insurer clients who has an available opportunity as a Complaints Specialist, then take note.  In this function, you get to add value by providing proactive complaint management services to both internal and external business partners and units.  You get to advise and support them with the aim of ensuring they operate within the existing regulatory framework.

You are familiar with the drafting and designing of Complaints Management Processes and Frameworks, have a legal/relevant business qualification, and a minimum of 5 years’ experience within a complaints environment and working with outsourced partners, and experience with both Life and Non-Life insurance services. 

 

 

See full spec below: 

AA/EE:                                               Preferable         

Contract:                                          Permanent

Location:                                          Johannesburg

Available:                                         ASAP

 

Purpose of role:

A leading insurer in Johannesburg is looking for a Complaints Specialist with a minimum of 5 years of experience within a Claims & Complaints environment within the Insurance sector. The incumbent will be responsible for providing proactive complaints management services, advice, and support to client servicing teams (mainly UMA and Brand Affinity Solutions BU’s) and the company’s business partners. Also to ensure that complaints management services developed by the company and/or its business partners are within the existing regulatory framework, and that this is conducted in an efficient and value-adding manner.

Minimum Requirements:

Post Matric legal qualification or relevant business qualification (NQF Level 5) RE5 qualification Minimum 5 years’ experience within a claims & complaints environment within the insurance sector Minimum 5 years of experience working with outsourced partners, i.e. Binders Knowledge and experience in Non-Life and Life insurance services Must have a good working knowledge and be able to focus on the full complaints process Must have a good working knowledge and experience dealing with regulatory bodies

Having the following is an advantage:

Solutions orientation rather than a technical rule-based approach Interpretive abilities - specifically about complaints management related legislation and regulation Specific experience in an insurer outsourced environment working with Underwriting Managers and/or Non-Mandated Intermediaries with Binder Holder status would be a distinct advantage

Key responsibilities: -

Complaints:

Contribute toward the drafting, design and implementation of the Complaints Management processes and Frameworks to ensure alignment with the Policyholder Protection Rules (PPRs) Provide technical complaints, recommendations, and support to Non-Mandated Intermediaries and Underwriting Managing Agents Maintain statistical information Analyse Monthly data and action root cause analysis on partners based on complaints received Analyse Monthly complaints data and action root cause analysis on partners Monthly meetings with partners to manage the process and areas of concern Assist IT with enhancements on systems to assist with the evolvement of the complaints framework Assist and guide partner service teams in the implementation of regulatory requirements internally and externally with business partners Develop corrective action for the resolution of existing regulatory and compliance issues and provide general guidance to partners Assist client service teams and business partners to develop systems and processes in response to complaints management and regulatory changes. Proactively maintain and build relationships with regulators, clients and industry bodies. Onboarding of new partners to ensure training and alignment with the complaint’s framework Development of a training plan for partners. Ongoing engagement in terms of market conduct. In-depth knowledge of market conduct and the treatment of customers fairly

Competencies:

Subject knowledge, problem solving and analytical ability Effectiveness, innovation and drive Communication/Interpersonal skills Client Service (Internal/External) Ability to work well in a small team environment Ability to work well with socially diverse individuals such as entrepreneurs, small business owners, etc.

Additional Information:

CTC package + Performance Based bonus structure CTC includes Medical Aid, Pension, Group Life Cover, and more Office-based working model, but flexible depending on department head Supervisory role:  2 – 3 junior level reports