Senior Clerk: Complaints Handling/Resolution (Member Value) (Centurion) at AVBOB South Africa

Description

• The Senior Clerk is responsible for investigating and resolving insurance-related complaints in a timely and efficient manner. The ideal candidate will possess a strong understanding of loyalty/rewards programs and benefits to ensure fair and compliant resolutions for clients. This role is crucial for delivery of the Group’s customer experience objectives through upholding the prevailing regulations, policies of the Group and standard operating procedures of the Complaints Department.
• Conduct through investigations into insurance and Member Rewards complaints registered through voice and written channels (i.e phone, email, online, etc) and provide written recommendations for resolution to the Department Head
• Analyse complex insurance complaints, applying relevant legislation (FAIS Act, the upcoming COFI Act, PPR Act) and prevailing regulations, policies of the Group and standard operating procedures of the Complaints Department.
• Apply strong analytical and problem-solving skills to identify the root cause of complaints.
• Maintain accurate and complete complaint records within the designated Complaint Management System (CMS).
• Document all aspects of the investigation process, maintaining accurate and complete records for potential future reference by the Ombudsman or other regulatory bodies.
• Communicate effectively with clients by explaining resolutions and complaint outcomes in a clear and professional manner, adhere to the Treating Customers Fairly (TCF) principles.
• Escalate complex unresolved complaints and systemic issues to the management of the Complaints Department for intervention and further investigation.
• Contribute to continuous improvement of the complaints handling process by identifying trends and recommending enhancements that can be implemented.
• Adhere to AVBOB policies and procedures regarding data security, confidentiality, and privacy as stipulated by the Protection of Personal Information Act (POPIA

Requirements

• Matric / Grade 12
• Minimum 3 to 5 years working experience in related fields of loyalty programmes and benefits customer service, insurance claims processing or complaints investigations. Extensive experience working with complaints resolution related to loyalty programs and benefits is a preferred requirement
• Proficiency in Microsoft Office suite (Word, Excel, Outlook).
• Knowledge of legislation and regulations governing the long-term insurance industry is advantageous.
• Strong attention to detail and accuracy.
• Proven capability to research, analyze information, and solve problems effectively.
• Excellent communication (verbal and written) and interpersonal skills, with the ability to build rapport with clients.
• Self-driven with ability to work independently and manage multiple tasks simultaneously while meeting deadlines.
• Strong data analysis and reporting skills, with good attention to detail and accuracy.
• Ability to work effectively in a fast-paced and high-performance driven environment.
• Living the AVBOB values of teamwork, service excellence, transparency, honesty and integrity.