Complaints Officer at Motus Holdings Limited

Purpose:

• The Complaints Officer contributes to the organisational goals by managing and resolving customer complaints in accordance with applicable financial services regulations, internal policies and Treating Customers Fairly (TCF) principles.
• The Complaints Officer ensures fair, transparent and timely outcomes while mitigating regulatory, reputational and conduct risk to the organization.

DUTIES/ KEY RESPONSIBILITIES:

• Receive, log and acknowledge customer complaints via phone, email, social media, walk in clients inline with prescribed regulatory timeframes
• Conduct thorough investigations by reviewing policy documents, claims files, call recordings, and internal records
• Liaise with internal departments (Claims, Policy Admin, Sales, Finance, Customer Care) to gather information, clarify issues and identify service delivery failures
• Ensure all complaints are handled and aligned with applicable conduct standards, M-Sure complaints Framework and ombudsman requirements

Provide customers with clear written “Final Response” feedback that include:

• Summary of investigation
• Outcome and reasoning
• Information on escalation rights to the relevant Ombudsman/External Dispute Resolution (EDR) body
• Identify and support root cause analysis remedial action plans and escalate issues to management
• Maintain accurate records in the complaints management system
• Support reporting requirements by tracking trends, volumes and resolution outcomes
• Contribute to continuous improvement initiatives to reduce recurring complaints

EDUCATION AND EXPERIENCE:

• Grade 12
• Certification aligned with regulatory fit-and-proper requirements (RE5)
• Minimum 3-5 years’ experience in insurance, claims handling or customer service

SKILLS, KNOWLEDGE and ATTRIBUTES REQUIRED:

• Demonstrated understanding of regulatory complaint-handling obligations
• Familiar with regulatory frameworks and ombudsman dispute resolution processes within the industry
• Demonstrate integrity, fairness and customer-centric decision-making
• Act in accordance with conduct standards and fit-and-proper requirements
• Avoid conflicts of interest in investigations
• Sound judgment and risk awareness
• Strong written and verbal communication skills
• Excellent investigative and analytical abilities
• Knowledge of insurance products
• Ability to interpret policy wording and contractual documentation
• Understanding of regulatory and compliance frameworks within the insurance sector
• High attention to detail and accuracy
• Ability to manage sensitive situations with professionalism and empathy
• Strong time management and ability to meet deadlines
• Conflict resolution and problem-solving skills
• Clear Criminal record
• Own and live up to the Company values
• Attend training initiatives to improve work quality and enhance own skills

Closing Date 18 March 2026