Internal Dispute Resolution Consultant at Telesure Investment Holdings (TIH)

The IDRD Claims Outcomes Consultant contributes to the organizational goals by reviewing and resolving escalated claims outcomes related disputes received from the following (but not limited) channels, in a fair and equitable manner.

• MD or Directors complaints
• Hello Peter; Facebook; Twitter or any other public websites
• Designated escalated complaint number and e-mail addresses
• Other public websites
• Complaints escalated by the responsible business unit after the business processes have been exhausted
• Media Complaints
• The IDRD Claims Outcomes Consultant contributes to the safeguarding of the organisations reputation by mitigating risk relating to disputes.
• Claims Outcomes Complaints relate to complaints where a customer expresses dissatisfaction with the outcome/decision made on his claim, inclusive but not limited to the settlement calculations; the rejection of a claim or the partial settlement on a claim.

Specification
Job Objectives/Outputs

• Liaise and ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.
• Defend the organisations reasoning to the complainant where and when required
• Manage and maintain disputes including the drafting of responses; listening to evidence and making decisions regarding disputes.
• Ensure all work meets operational, technical and financial results and/ or targets as and when required
• Ensure up to date knowledge the organisational procedures and philosophies
• Ensure up to date knowledge of the necessary Ombudsman forums; relevant legislation
• Build and maintain relationships within the organisation
• Deliver the Telesure Service Way through personal effort and through others.
• Deliver on TCF principles in alignment with regulatory requirements

Requirements

Essential

• Grade 12 (Standard 10) with University Entrance (NQF4)

Desirable

• A relevant 3-year Business related degree / diploma
• RE compliant
• FAIS compliant

Essential

Experience:

• 1-2 years’ experience in an insurance services environment
• 1-3 Years claims handling and decision-making experience

Desirable

• Legal background within an insurance industry
• Dispute resolution experience