Internal Dispute Resolution Consultant ( Gauteng) at Telesure Investment Holdings (TIH)

RESPONSIBILITIES

Solutions Analysis

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

Customer Service

• Responsibilities may include processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints.
• Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management.
• Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.

Needs Clarification

• Ask relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.

Operational Compliance

• 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 organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies.
• Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
• Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education. 

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)

General Experience

• 3 or more years’ experience in an insurance and claims environment (Essential)
• 1 or more years' dispute resolution experience (Essential)
• Legal background within an insurance industry (Advantageous)
• Online reputation management experience (Advantageous