Complaints Administrator– Core Business, Durban

Position Details

Job Title: Complaints Administrator– Core Business

Department: FSP– Core Business

Reports To: Business Administrations Manager

Location: Durban

Employment Type: Full-time

Job Purpose The Complaints Administrator will be responsible for providing comprehensive administrative support to potential and existing Icebolethu FSP clients. The role requires exceptional organisational skills, client care experience, and experience with Easipol and CRM systems. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently, and ability to resolve client dispute.

Key Responsibilities 3.1 Complaints Intake&Logging

Receive complaints via walk‑ins, email, phone, branch submissions, WhatsApp, or social media escalations.

Capture all complaints accurately into the complaints management system (CRM, Excel, or in‑house platform).

Assign complaint reference numbers and ensure data completeness (client details, nature of complaint, department involved, branch, timeframes).

Acknowledge receipt of the complaint to the client within required timelines.

3.2 Complaint Categorisation&Distribution

Categorise complaints accurately (Service, FAIS/FSP, Claims, Burial Services, Catering, Tombstone, Transport, Policy servicing, Staff conduct, Supplier‑related).

Allocate complaints to the correct responsible department or branch.

Support the Complaints Manager in prioritising urgent, high‑risk, or sensitive complaints (e.g., delays in burial services, claims disputes, policy lapses affecting funerals).

3.3 Resolution Coordination

Follow up with branches, service departments, or suppliers to obtain updates, supporting documents, or corrective actions.

Track progress of each complaint until final resolution.

Escalate unresolved or overdue complaints to the Complaints Manager.

Schedule meetings with relevant departments to fast‑track chronic complaints.

Ensure that all required internal documentation is completed (investigation forms, service reports, supporting evidence).

3.4 Client Communication&Feedback

Communicate complaint progress updates to clients clearly, professionally, and empathetically.

Provide written responses to clients, including acknowledgments, progress updates, outcomes, and closure letters.

Ensure communication is aligned with TCF principles and reflects Icebolethu’s values of dignity, respect, and Ubuntu.

Manage emotional and grieving clients with sensitivity and professionalism.

3.5 Compliance, Risk&TCF

Ensure that all complaints are handled in line with:

FSCA Complaint Handling Standards

Treating Customers Fairly (TCF)

FAIS requirements (for insurance‑related complaints)

Icebolethu Complaints Handling Policy

Maintain proper documentation, audit trails, and complaint files.

Report potential misconduct, fraud indicators, or regulatory risks to the Complaints Manager and Compliance.

Participate in audits, quality reviews, and compliance checks.

3.6 Reporting&Data Management

Maintain and update the complaints register daily.

Prepare weekly, monthly, and quarterly complaints reports.

Track resolutions, turnaround times, complaint categories, trends, and recurrence patterns.

Assist in compiling Root Cause Analysis (RCA) reports and recommendations for service improvement.

Support the Complaints Manager in presenting data to EXCO, Compliance, or Regulators when required.

3.7 Administrative Support

Manage email inboxes, escalations, and internal communication channels.

File and store all documents neatly for easy retrieval.

Schedule investigations, meetings, and consultations with stakeholders.

Ensure that complaints SLAs are monitored and met (e.g., 48‑hour acknowledgement, 7–14 days resolution depending on department).

Qualifications

Grade 12 / Matric (Required).

Certificate in Customer Service, Office Administration, or Business Administration (advantage).

FAIS/RE5 beneficial for Insurance‑related complaints.

Computer literacy (MS Office, Excel, CRM systems).

Experience 1–2+ years in policy administration, insurance servicing, financial services, or funeral insurance.

Experience with policy management systems (e.g., Funeral system, CRM, underwriting platforms).

Customer service experience in a busy, high‑volume environment.

Technical Competencies

Strong understanding of insurance products and policy lifecycle.

Knowledge of funeral insurance processes, underwriting, lapses, reinstatements, and claims.

Understanding of regulatory frameworks (FSCA), TCF (Treating Customers Fairly), FAIS&FICA.

Accurate data‑capturing ability and excellent record‑keeping skills.

Ability to interpret policy wording and policy schedules.

Experience working with Eazipol and CRM systems.

Strong organisational and time management skills.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Ability to work independently and as part of a team.

Effective communication and interpersonal skills.

High level of integrity and confidentiality.

Analytical and problem‑solving skills.

Ability to handle multiple tasks and meet deadlines.

Proactive and self‑motivated.

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