Internal Dispute & Data Specialist at Telesure Investment Holdings (TIH)

RESPONSIBILITIES:

Data Management;

• Manage key aspects of the data management system. This includes being responsible for developing or operating key elements of the system.

Data Collection and Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
• Identify through data analysis, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Insights and Reporting;

• Prepare and coordinate the completion of various data and analytics reports, identifying and interpreting complex patterns and trends, and translating those insights in various reports for the relevant stakeholders.
• Provide ad hoc reporting to business as required.

Solutions Analysis

• Reviewing a claims outcome and/or customer complaint.
• Taking into account policy terms and conditions, ombudsman stances, legislation regulation etc, to determine the correct outcome for the external customers.

Customer Service;

• Providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
• Deal with most complex and valuable issues.
• Providing ad hoc reporting to business as required.
• Provide the relevant respond training if required.
• Custodian of complaints standard operating procedure.

Needs Clarification;

• Support collection of business requirements for the complaints management system using a variety of methods such as interviews, document analysis, and workflow analysis to express requirements clearly and succinctly.

Operational Compliance;

• Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
• Ensure all work meets operational, technical and financial results and/ or targets as and when required.
• Deliver on TCF principles in alignment with regulatory requirements.
• Identify instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Responsibilities could include supporting internal customers or helping senior colleagues manage internal client relationships.
• Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building;

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; where relevant to improve performance and fulfill personal potential.
• Maintain an in[1]depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies.

General Education;

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant 3-year Business related degree / diploma (Advantageous)
• STI Qualification (Advantageous)
• RE compliant (Advantageous); FAIS compliant (Advantageous)

EXPERIENCE;

• 4 or more years’ experience in an insurance and escalated complaints (Advantageous)
• 2 or more years' experience and / or exposure within a data management or system management environment (Advantageous)
• Legal background within an insurance industry (Advantageous)
• Online reputation management experience (Advantageous)
• Experience skill in data analysis, PowerPoint and excel (Advantageous)