Senior Clerk (Complaints Handling) (Centurion) at AVBOB South Africa

Description

• We are looking for a Senior Clerk: Complaints (B5) to join our dynamic team. This role  is crucial in enhancing the Group’s customer experience through effective complaint resolution and regulatory compliance.
• You will be working for a company that is over 100 years old with strong values. In return for your services, you will be paid a competitive remuneration package.  You will be working for an organization that values employee development and rewards excellent performance.
• Investigate and resolve complaints received via phone, email, and online channels.
• Apply legislation such as the FAIS Act, PPR, and the upcoming COFI Act during complaint resolution.
• Maintain detailed records on the Complaint Management System (CMS).
• Prepare written resolutions for review by the Department Head.
• Communicate decisions clearly while upholding the Treating Customers Fairly (TCF) principles.
• Escalate unresolved or systemic issues to management.
• Identify complaint trends and recommend process improvements.
• Comply with POPIA and all AVBOB data security and confidentiality policies.

Requirements

• Matric (NQF Level 4) – essential
• Post-matric certificate or diploma – advantageous
• 3–5 years of relevant insurance and complaints handling experience
• Strong working knowledge of long-term insurance products
• Completion of relevant regulatory exams – essential
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Detail-oriented with strong reporting skills
• Ability to manage multiple tasks and meet deadlines
• High emotional intelligence and professionalism under pressure
• Commitment to AVBOB’s values: Teamwork, Service Excellence, Transparency, Honesty, and Integrity