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Position Summary:
Provide quick and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.
Key Responsibilities:
- Communicate progress and resolution to clients in accordance with agreed standards and practices.
- Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.
- Positively influence and participate in change initiatives.
- Manage financial and other company resources under your control with due respect.
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
- Provide authoritative, expertise and information to clients and stakeholders.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
- Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Contribute to the financial planning process within area.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.
Required Education & Experience:
- 3-5 years’ experience in a related role dealing with complaints or client service queries
- Technical knowledge of processes and legislation Sound knowledge of business products and associated rules.
- Formal Business-related qualification
- Specific licensing or registration: FAIS related qualification
- Sound knowledge of complaints management framework, procedures, and processes
- Computer Literacy and other business-specific software
- Experience in the insurance industry
- Written and verbal communication
- Knowledge of compliance and risk mitigation
- Relevant product training
- Matric or equivalent
- Relevant systems and processes
- Knowledge of relevant legislation