Clerk: Insurance, Pretoria

Job Summary 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

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)

Send your CV and latest pay slip to

AtripleA Recruitment and Temps



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