Resolutions Intern at 1 Life Insurance

Key Responsibility Areas / Duties

• Complaint Administration and Record Management
• Capture, update, and maintain complaint records across internal systems.
• Ensure accuracy and completeness of complaint data and supporting documentation.
• Monitor and track complaint statuses to ensure records remain up to date.
• Assist with quality checks on complaint information and case files.
• Maintain electronic filing systems and ensure proper recordkeeping practices.

Reporting and Data Management

• Extract data from various systems for reporting purposes.
• Compile daily, weekly, and monthly complaint reports.
• Assist in preparing management information and performance reports.
• Analyse data for trends and exceptions where required.
• Ensure accurate and timely submission of reports to relevant stakeholders.

Stakeholder Engagement and Follow-Up

• Follow up with internal stakeholders regarding outstanding complaint actions.
• Coordinate communication between the Resolutions Team and relevant departments.
• Monitor turnaround times and escalate overdue actions where necessary.
• Assist with gathering information and supporting documentation required for investigations and resolutions.
• Build and maintain positive working relationships with stakeholders across the business.

Operational Support

• Provide general administrative support to the Resolutions Team.
• Assist with complaint allocation and workflow tracking.
• Support process improvements aimed at enhancing operational efficiency.
• Adhere to all internal controls, policies, and regulatory requirements.
• Assist the team in meeting service level agreements and departmental targets.

Core Competencies

• Attention to detail and accuracy
• Strong administration and recordkeeping skills
• Good verbal and written communication skills
• Ability to work systematically and meet deadlines
• Strong organisational and planning skills
• Proactive approach to problem-solving
• Ability to analyse and interpret data
• Customer-focused mindset
• Ability to work effectively in a team environment
• Adaptability and willingness to learn
• Professionalism and accountability

Personal Characteristics

• Self-motivated and eager to learn
• High level of integrity and confidentiality
• Strong sense of responsibility and accountability
• Detail-oriented with a commitment to quality
• Professional and customer-centric approach
• Ability to work under pressure and manage multiple tasks
• Strong interpersonal skills
• Proactive and solution-focused mindset
• Reliable and dependable
• Positive attitude and willingness to support the team

Requirements

Experience and Qualifications

• Degree or Diploma in Business Administration, Commerce, Management, Customer Service, Legal Studies, or a related field
• Recent Graduate
• Basic to intermediate competency in Microsoft Office (particularly Excel, Outlook, and Word)
• Strong verbal and written English communication skills
• Demonstrated ability to work with data and reports will be advantageous