South Africa: Clerk: Complaints (Insurance) posted by AtripleA recruitment & temps

Location: Menlyn, South Africa

Salary: R13 000 p.m

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

Key responsibilities

1. Attend to Dispute Resolution (TCF)
   • Provide administrative support for the effective handling and processing 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)

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AtripleA Recruitment and Temps

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