Talent Pool: Escalations Specialist MMH251121-8

Role Purpose

The successful incumbent will be responsible for providing prompt and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.

Requirements

QUALIFICATIONS

• Matric or equivalent (Essential).


• Business related qualification (Desirable).


• Relevant product training (Essential).


• FAIS related qualification (Desirable).

Experience

• 3-5 years experience in a related role dealing with complaints or client service queries.


• Experience in the insurance industry.

KNOWLEDGE

• Relevant systems and processes (Essential).


• Complaints management framework, procedures and processes.


• Business products and associated rules.


• Relevant legislation.


• Compliance and risk mitigation.
  
• Technical knowledge of processes and legislation.


• In depth knowledge of the products in the business.


• Computer Literacy – MS Office: Work, Excel, Outlook and other business-specific software.

Duties and Responsibilities

INTERNAL PROCESS

• Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.


• Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.


• Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.


• Communicate progress and resolution to clients in accordance with agreed standards and practices.


• Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.


• Provide insight on service failures or complaint trends and make recommendations to enhance service or process.


• Escalate complaints unable to be resolved to the relevant stakeholders to collectively reach conclusion.


• Provide input and make recommendations to complaints framework and approach to enhance client experience.


• Act as key contact to client to ensure complaints are resolved and client relationship is maintained aligned with desired client experience.


• Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.


• Ensure accurate record keeping and enable reporting through data management.


• Accurately complete all administrative and reporting requirements within agreed timeframes.


• Adhere to all relevant legislative / compliance requirements.


• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Provide authoritative, expertise and information to clients and stakeholders.


• Build and maintain relationships with clients and internal and external stakeholders.


• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.


• Make recommendations to improve client service and fair treatment of clients within area of responsibility.


• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.


• Positively influence and participate in change initiatives.


• Continuously develop own expertise in terms of professional, industry and legislation knowledge.


• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
  
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.


• Identify opportunities to enhance cost effectiveness and increase operational efficiency.


• Manage financial and other company resources under your control with due respect.


• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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