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  • Posted: Apr 25, 2017
    Deadline: Not specified
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    Mutual & Federal is the oldest short-term insurer in southern Africa with a history that dates back more than 180 years. As one of the leading players in southern Africa’s short-term insurance landscape, we are justifiably proud of our tradition of service and quality, as well as our range of products - which are amongst the best on offer anywhere ...
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    Senior Specialist: Complaints Resolution

    Job description

    Detailed Description

    • Implement and take accountability for the, operational framework and processes, of the complaints management function, partnering with the Manager: Risk, Compliance & Complaints to ensure an optimised model is in place
    • Facilitate and maintain an effective TCF( Treating Customer Fairly) approach to the management of complaints
    • Contribute to the maintenance of a iWYZE wide complaints reporting and tracking system (Response)
    • Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing reports
    • Appropriately escalate complaints to different specialist areas
    • Manage complaints end-to-end, by prioritising according to agreed criteriaeven if resolution is finalised in another department
    • Facilitate complaints resolution meetings involving all relevant parties and using a root cause analysis approach.
    • Take a leading role in promoting the reporting of and learning from complaints including:
    • Undertaking Divisional trend analysis
    • Providing feedback/reports to the relevant departments within iWYZE
    • Track the progression of action plans from complaints
    • Monitor and track complaint trends, highlight risk factors etc to enable proactive solutions
    • Produce reports on complaints, monitoring trends, response times, outcomes and action arising from complaints to enable proactive responses from business
    • Provide complainant with feedback on the status of a complaint ensuring complainant is constantly informed on progress
    • Prepare formal responses to customer complaints .

    Job Requirements

    Essential

    • Digital & Social Media Complaints experience (Non-negotiable)
    • 3 - 5 years’ relevant (Customer Care/Service/Complaints) experience
    • Short-Term Insurance experience

    Desirable

    • Knowledge and understanding of M&F (iWYZE) systems and processes
    • Knowledge and understanding of insurance policy wordings

    Additional Details

    Shortlisted candidates will be subjected to the following statutory checks:

    • ITC
    • Criminal
    • References

    Method of Application

    Interested and qualified? Go to Mutual & Federal on careers.mf.co.za to apply

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