Career Opportunities at Old Mutual South Africa

Job Description

Assist the Internal Arbitrator to investigate the complaint by gathering all the relevant facts from the claimant, business and use any other sources deemed necessary to ensure that decisions are fair, impartial and aligned to the regulatory and / or legislative requirements.

• Resolve insurance complaints fairly, efficiently and impartially and not swayed by business pressures.
• Acknowledge new disputes timeously.
• Conduct root cause analysis of disputes and recommend implementation of pro-active prevention measures.
• Accountable for maintaining a professional relationship with the Internal Arbitrator and business stakeholders when dealing with disputes and responsible for all communications between the business and the internal arbitrator.
• Stay well informed of the Ombudsman’s thinking on emerging consumer issues and ensure that recommendations provided to the Internal Arbitrator are in-line with industry practices.
• Ombudmsan
• Assist with the implementation of the Framework and Processes of the complaints management function, partnering with the Head: Customer Experience and Arbitration Manger to ensure an optimised model is in place
• Facilitate and maintain an effective TCF(Treating Customer Fairly) approach to the management of regulatory complaints
• Contribute to the maintenance of an Old Mutual Insure wide complaints reporting and tracking system (Respond)
• Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing complaints reports
• Appropriately escalate complaints to different specialist areas
• Manage complaints end-to-end by prioritising according to agreed criteria even if resolution is finalised in another department
• Facilitate complaints resolution meetings involving all relevant parties and using a root cause analysis approach.
• Take a leading role in promoting the reporting of and learnings from complaints including undertaking divisional trend analysis
• Providing feedback/reports to the relevant Divisions
• Track the progression of action plans from complaints
• Monitor and track complaint trends, highlight risk factors etc. to enable proactive solutions
• Produce reports on complaints, monitoring trends, response times, outcomes and action arising from complaints to enable proactive responses from business
• Prepare formal responses to complaints and further information required by the Ombudsman/Regulatory body
• Provide Ombudsman/Regulatory body with comprehensive and accurate feedback - TCF
• Assist the Head: Customer Experience and Arbitration Manager with research of legal issues (or other input required) in order to arrive at a finding on complex complaints
• Interact with the insurance industry bodies if required to resolve a complaint and maintain good relationships
• Resolve escalated customer queries in respect of the disputes and ensure that timeous feedback is provided to customers and brokers on all matters.
• Facilitate and maintain an effective TCF (Treating Customer Fairly) approach to the management of disputes.
• Contribute to the maintenance of the complaints reporting and complaints system.
• Appropriately escalate complaints to different specialist areas.
• Manage complaints end to end, by prioritizing according to agreed criteria even if the resolution was finalized in another department.
• Assist with tracking the progression of action plans on disputes
• Maintain service, quality and desired outputs within the dispute process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Ensure statutory and legislative knowledge is always current in order to resolve disputes, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organizational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Align own behavior with the organization culture and values.
• Share and transfer process, statutory and legislative knowledge to colleagues.
• Collaborate and work with the complaints management team to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas.

Job Requirements : Skills, Experience and Qualification

• 5 years insurance experience
• 5 years experience dealing with customer complaints
• Ombudsman Exposure (An advantage)