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. The ideal candidate will provide exceptional administrative support, prioritize workflow, and maintain accurate records to ensure a reliable service to complainants.

Key Responsibilities

• Attend to Dispute Resolution (TCF)

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

• Use the centralized complaints system accurately to capture information for 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 non-complex complaints, using 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 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 regulatory guidelines.

• Liaise with complainants, institutions, managers, and staff for the efficient resolution of client complaints, delivering 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)

Salary & Benefits

Salary details not provided