Customer Resolution Advisor at MiWay Insurance Limited

What will make you successful in this role?

Minimum Qualification Required

• Grade 12/Standard 10/NQF4
• Relevant tertiary qualification (beneficial)

Minimum Experience

• Minimum 3 years’ experience in a customer-facing role within the Short-Term Insurance industry. OR
• Minimum 2 years direct experience handling escalated complaints, disputes, or complex claims/underwriting queries.
• Claims experience would be advantageous.

Role and responsibilities

• Act as the primary point of contact for customers with complaints or complex queries.
• Take ownership of customer complaints from initial receipt, manage customer expectations and hand hold the process until a resolution has been reached.
• Investigate and resolve customer concerns promptly and professionally.
• Collaborate and liaise with internal teams (Claims, Client Services, Sales) to ensure timeous feedback and effective solutions.
• Accurate capturing of all complaints and queries on system
• Document all interactions and resolutions on system.
• Ensure adherence to internal SLAs and regulatory timelines.
• Provide feedback to improve processes and reduce recurring issues.
• Maintain high levels of customer satisfaction.
• Ensure all resolutions and customer interactions strictly comply with South African regulatory frameworks, including the Financial Advisory and Intermediary Services Act (FAIS), the Protection of Personal Information Act (POPIA), and relevant consumer protection legislation.

The successful candidate will demonstrate a unique blend of analytical rigor and customer empathy

• Excellent verbal and written communication.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Attention to detail.
• Time management and multitasking skills.
• Customer-focused mindset and interpersonal skills
• Identify trends in customer complaints and provide actionable insights and recommendations to management for process, policy, or product improvements to mitigate future risk.
• Ability to work effectively across functional teams to achieve a common customer outcome.
• Capacity to manage difficult customer interactions while maintaining professional composure and customer-centricity.

Knowledge and Skills

• Customer Service
• Reporting and Administration
• Quality, compliance and accreditation
• Business processes
• Services knowledge

Personal Attributes

• Communicates effectively - Contributing dependently
• Decision quality - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently

Build a successful career with us

• We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Drives results - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently