Specialist, Complaints Management at Liberty Group South Africa

Job Description

• The Complaints Resolution Specialist shall provide expert support in resolving customer complaints and investment‑related queries, with the objective of restoring, improving, and maintaining consistent customer satisfaction.
• The Specialist shall ensure that all complaints‑handling processes are strictly adhered to in accordance with applicable financial regulations, statutory requirements, and internal policies.
• The Specialist shall be accountable for delivering accurate, transparent, and timely resolutions that safeguard customer interests, uphold regulatory standards, and enhance the overall customer experience.

Qualifications

• Type of Qualification: NQF Level 6

Experience Required

Operations Control

• Operations
• 5-7 years
• Experience in a client facing service environment, (Call Centre, Branch and OSS).
• Understands the client distribution network, service processes, product and systems: Ombudsman terms of reference, legislation and its application.

Additional Information

Core Competencies

• Investment Value Understanding:
• Demonstrates practical knowledge of simple vs.compound interest when explaining investment performance.

Market Movements & Impact:

• Understands how volatility and economic conditions affect investment values and communicates these confidently.

Numeracy Skills:

• Applies strong numeracy and financial interpretation skills with accuracy and attention to detail.

Policy Value Calculations:

• Experienced in calculating and validating policy and investment values using both manual and system methods.

Simplifying Technical Information:

• Explains complex investment concepts and product features in clear, customer‑friendly language.

Complaint Handling:

• Resolves customer complaints on investment value declines and premium reviews with professionalism, empathy, and structured problem‑solving.

Technical & Specialist Knowledge:

• Maintains extensive investment product expertise; applies research tools and frameworks to support sound decisions.

Governance & Compliance:

• Ensures adherence to governance, regulatory, and compliance requirements; identifies, mitigates, and escalates risks appropriately

Behavioural Competencies

• Articulate information
• Technical Competency :
• Complaints Resolution