Complaints Specialist at Hollard Insurance

JOB PURPOSE

Professionally and effectively manage the resolution of customer complaints received from the following sources:

1. Telephonic
2. E-mail
3. Hollard website
4. Compliance office
5. Social media platforms (e.g. Hello Peter) Etc

• Assistance with OIA cases and allocation of cases.
• It is critical that all our Clients are treated at all times with care, dignity and respect.
• In addition, Treating Customers Fairly (TFC) principles need to be applied consistently and fairly.

KEY RESPONSIBILITIES

• Logging of all complaints received from various sources within the Hollard Life Solutions business.
• Escalate and follow up on complaints with the Business units
• Communicate with customers via telephone, e-mail or other means regarding their complaints
• Communicate with key internal stakeholders to  retrieve required information
• Mediate between the customer and the business unit to ensure the final complaint resolution is fair towards the customer and adheres to the TCF complaint handling standards
• Respond on external complaints platforms, hello peter, for all complaints logged
• Manage customer complaints through the full complaints cycle (acknowledge, investigate, feedback, resolve, and implement action)
• Perform post complaint surveys with all customers to ensure the complaint was fairly dealt with and identify improvement actions related to the Hollard complaint handling process
• Assist with OIA cases and administration when required.
• All of above to be done in a way that ensures we are the country’s favourite insurer.

REQUIRED EXPERIENCE

• Minimum 5 years experience within a high profile customer service environment.
• Solid understanding of Customer Conduct (TCF), Policy Protection Rules (PPR, FAIS and POPI Act).
• Familiar with standard concepts, practices and procedures within field of high profile customer service.
• Previous experience dealing with, handling and resolving Life and Funeral Insurance complaints would be an advantage.

REQUIRED KNOWLEDGE AND SKILLS

• Strong Client and Customer orientation.
• Exceptional verbal and written communication skills.
• Strong sense of urgency and time management skills.
• Excellent interpersonal skills.
• Strong listening skills.
• High level of personal and professional integrity.
• Strong ability to deal effectively with complexity and to see “the big picture”.
• Exceptional problem-solving skills.
• Excellent interpersonal skills that build and promote good relationships.
• Strong ability to deal with irate Clients.
• Exceptional ability to deliver.
• Ability to work and self-regulate in a high pressure, quick turnaround and high profile environment.
• Ability to influence situations for the win-win-win.
• Strong organizational skills.
• Excellent negotiation skills.
• Strong analytical skills.
• Ability to think and act systemically.
• Ability to network, collaborate and liaise effectively at all levels.
• General business acumen.
• Strong Microsoft Office skills.

REQUIRED QUALIFICATION/S

• Matric / grade 12 as a minimum qualification.
• Relevant tertiary studies / qualification an advantage.
• A Long Term Insurance qualification would be an advantage.

Closing Date: 10th, May 2022