Pretoria: Clerk: Insurance posted by AtripleA recruitment & temps

About the Role

Our client in the Insurance industry is seeking a Clerk Complaints to register, administrate and communicate on complaints according to the company’s Complaint Resolution Policy and Procedure.

Key Responsibilities

• Attend to Dispute Resolution (TCF)

• Provide administrative support for the effective handling and processing of complaints, with the quality of complaints handled being maintained in accordance with client and compliance requirements.

• Use the centralized complaints system accurately to effectively capture information for many purposes including monitoring and improvement purposes.

• Prioritize workflow/tasks to ensure a reliable service to complainants is maintained at all times and that complaints are addressed within the turnaround standard.

• Carry out investigations necessary to resolve noncomplex complaints to provide resolution. Use judgement to consider complaints objectively on behalf of the company and the complainant.

• Refer complex complaints to complaints administrators or manager and complaints committee for resolution (including communicating to the complainant).

• Maintain accurate records regarding all complaints including the logging, re-direction and referral of correspondence as appropriate.

• Accurately draft and send standard correspondence to complainants including communication on acknowledgement, progress and final resolution of complaints.

• Handle all follow up enquiries and administration in an effective and efficient manner with a high attention to detail.

• Monitor and track complaints cases to identify blockers to the achievement of targets and quality review all complaint outcome letters before dispatch. Report deviations to the complaints manager.

• Ensure all outcomes given to our complainants are fair and follow our regulatory guidelines.

• Liaise with complainants, institutions, managers and staff for the efficient resolution of client complaints. Deliver a superior client service at all times by building relationships based on trust and integrity.

• Listen to complainants, understanding their needs and working with them to address their concerns and agree the appropriate solution.

• Contribute to the continuous development of the team’s operational functions, systems and services.

• Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities.

Requirements

• Matric
• Knowledge in complaints resolution
• 2 Years’ Experience in the Insurance Industry
• LTIA, FAIS, FICA (not limited)

Qualifications

No formal education or certifications are required for this role.