Position Summary:
This role is for a dynamic individual with willingness to learn and be part of a specialised claims assessing and complaints management team. This role is responsible for the complete resolution of escalated client queries or complaints, whilst strengthening and maintaining relationships between clients/intermediaries and Old Mutual. Claims and/or complaints management experience is important for one to be able to execute the requirements of this job effectively.
Key Responsibilities:
- Performing root cause analysis of complaints received, and taking ownership of solutions identified to improve the customer experience.
- Collaborates effectively with others to achieve team goals
- Deals with technical and complex client queries or complaints and resolves issues to completion (sometimes as part of an escalation process).
- Regular engagement with claims teams, providing feedback to team on a regular basis
- Responsible for the end-to-end finalisation of a query or complaint.
- Collaborating with other business units to facilitate complaint resolution.
- Providing an excellent level of customer service to clients and intermediaries, by having regular engagement with them throughout the complaints management process.
- Providing support to the claims assessment and payment teams regarding the resolution of complaints
- Accepts and lives the company values
Required Education & Experience:
- Well developed interpersonal skills
- Experience in management of complaints is highly advantageous
- Computer literate and proficient in MS Office programmes e.g. Word & Excel
- Good presentation skills
- Attention to detail
- Have sound analytical and problem solving abilities with a focus on attention to detail
- Work effectively with internal and external colleagues and clients to accomplish organisational and team goals
- Experience in the Financial Service Industry is highly advantageous
- Disability Claims assessment experience in a Group Assurance or Risk environment and GAP product knowledge – advantageous
- Grade 12/Matric
- Strong verbal and written communication skills