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  • Posted: Oct 11, 2024
    Deadline: Not specified
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    Africa's largest Mutual Assurance Society providing a one-stop funeral insurance and burial service solution.


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    Senior Clerk: Complaints Handling/Resolution (Member Value) (Centurion)

    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.

    go to method of application »

    Senior Clerk: Complaints Handling/Resolution (Micro Lending) (Centurion)

    Description

    • 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 micro-lending practices and regulations 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 thorough investigations into insurance and AVBOB loan-related complaints. Review micro-lending and insurance policy documents and applications when handling complaints registered through various channels (phone, email, online, etc.), and provide a detailed, written recommendation for resolution to the Department Head.
    • Analyse complex insurance issues, applying relevant legislation (including but not limited to the FAIS Act, the upcoming COFI Act, the PPR Act, the National Credit Act, and micro-lending regulations).
    • 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 micro-lending products, customer service, insurance claims processing or complaints investigations. Extensive in micro-lending products, benefits knowledge, experience, and understanding 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.
    • Excellent knowledge of relevant legislation and regulations governing the insurance/ microlending industry.
    • Proven capability to research, analyse 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

    go to method of application »

    Social Media Officer (Centurion)

    Description

    • We are looking for an experienced and enthusiastic Social Media Officer to join our creative team. You will support the social media team and be responsible for community management, engagement and content creation. 
    • You will be required to have excellent communication skills, be a versatile creative writer, and a team player.
    • You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

    YOUR RESPONSIBILITIES WILL INCULDE THE FOLLOWING:

    • Respond to customer requests, comments, and concerns in a timely and professional manner using multiple online channels - social media profiles - Instagram, Facebook, X Twitter etc.
    • Investigate and resolve customer queries, escalate complex problems to relevant departments as needed.
    • Responsible for resolving customer inquiries professionally.
    • Maintain and develop relationships with customers and other stakeholders on behalf of the organisation.
    • Collect and analyse customer feedback from online platforms to find patterns, areas for improvement, and ways to improve the customer experience.
    • Collaborate with the communication team to highlight great customer stories and experiences.
    • Obtain a comprehensive understanding of products and to respond to related inquiries that may occur.
    • Maintaining social media records of transactions, consumer interactions, feedback, and complaints.
    • Provide input on the efficiency of the customer service process.
    • Work closely with the social media team to provide analytical support and review the effectiveness and performance of new and existing social media activities; including but not limited to Paid Ad campaigns, Organic Campaigns, Promotions, Sponsorships, Events, Influencer Programmes, and more.
    • Collaborate with the social media team to create marketing KPI and ROI reports that align with the Group's increasing data needs. Use these reports to inform performance and delivery improvements.
    • Analyse consumer behaviour and marketing results across products, platforms, and performance segments.
    • Assist in identifying and filling data gaps using internal resources and external agencies as needed.
    • Develop research projects to better understand client needs and preferences throughout AVBOB's product categories.
    • Stay up to date with market trends, research, and best practices.
    • Monitoring and updating complex social media metrics.
    • Define methodology, set up, and verify data consistency.
    • Delivering together actionable customer service recommendations.
    • Ensuring the quality of the campaigns is handled autonomously.
    • Present analysis reports and recommendations on a weekly/monthly basis.
    • Perform daily data analysis to gauge the success of content, extracting key performance indicators.
    • Cultivate relationships with social media influencers to fortify the AVBOB brand and track campaign effectiveness.

    Requirements

    • Qualification in Public Relations, Digital Marketing, Communication or Marketing.
    • Social Media certifications are advantageous.
    • A minimum of 2 years’ experience in social media marketing
    • Strong creative and analytical skills.
    • Familiarity with digital marketing and social media platforms.
    • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
    • Basic understanding of social media marketing concepts and tools, including social media platforms and analytics.

    go to method of application »

    Clerk: Branch Administration- Umhlanga (Durban)

    Description
    RESPONSIBILITIES INCLUDE:

    • Reception
    • Typing
    • Record keeping
    • Handling of switchboard
    • Client Services
    • Data input and scanning of documents
    • General office duties
    • Handling of petty cash

    Requirements
    QUALIFICATIONS REQUIRED FOR THE POSITION:

    • Grade 12

    EXPERIENCE REQUIRED FOR THE POSITION:

    • 1-2 years’ relevant office administration experience

    SKILLS REQUIRED FOR THE POSITION:

    • Administration skills
    • Computer skills
    • Good interpersonal skills and communication skills
    • Time management skills

    go to method of application »

    Team Leader: PE Life Office (Port Elizabeth)

    Description

    • Recruit  high  quality  representatives  timeously  and  accurately
    • Ensure  that  appointed  representatives  are  adequately  trained
    • Manage  a  team  of   insurance  representatives  optimally
    • Ensure  that  the  set  insurance  sales  targets  are  reached
    • Ensure  and  monitor  compliance  with  respect  to  FAIS/FICA/LTIA  and  all  other  relevant  legislation
    • Risk  management
    • Develop  and  expand  markets

    Requirements

    • Grade  12
    • A  suitable  industry  entry  qualification  within  the  requirements  of  the  Financial  Services  Board
    • Comply with FAIS legislation for registration as Fit and Proper individuals:
    • Applicants who entered the industry as follows:
    • From years 2004 – 2007 requires 30 credits on NQF 4 obtained by 31 December 2009.
    • From years 2008 - 2009 requires 30 credits or 60 credits on NQF 4 obtained by 31 December 2011 or full FAIS recognised qualification obtained by 31 December 2013
    • All those appointed in the industry from the year 2010 onwards require a full FAIS recognised qualification
    • Clear ITC
    • Clear criminal record
    • RE5  certificate
    • RE1  will  be  an  advantage
    • Drivers’  license,  own  reliable  transport  and  cell  phone
    • Proven  success  in  the  Marketing  of  Life  Assurance  for  at  least  three  years

    go to method of application »

    Broker Consultant Florida (JHB West Rand)

    Description
    RESPONSIBILITIES INCLUDE:

    • Recruitment, training and management of brokers
    • Developing and expanding markets

    Requirements

    QUALIFICATIONS REQUIRED FOR THE POSITION

    • Grade 12
    • A suitable industry entry qualification within the requirements of the FSCA
    • Comply with FAIS legislation for registration as Fit and Proper individuals:
    • Applicants who entered the industry as follows:
    • From years 2004 – 2007 requires 30 credits on NQF 4 obtained by 31 December 2009.
    • From years 2008 - 2009 requires 30 credits or 60 credits on NQF 4 obtained by 31 December 2011 or full FAIS recognised qualification obtained by 31 December 2013
    • All those appointed in the industry from the year 2010 onwards require a full FAIS recognised qualification
    • Clear ITC
    • Clear criminal record
    • RE5 certificate
    • RE1 will be an advantage
    • Driver’s license, own reliable transport and cell phone

    EXPERIENCE REQUIRED FOR THE POSITION:

    • Have proven success in the Marketing of Life Assurance for at least three years
    • Training and managements of brokers
    • SKILLS REQUIRED FOR THE POSITION:
    • Drivers’ license and have own reliable transport
    • Must have good communication skills
    • Computer skills
    • Administration skills

    go to method of application »

    General Worker - George Life Office (Western Cape)

    Description

    • The above incubent will be responsible to clean and keep the neatness of the AVBOB office on a high standard.

    RESPONSIBILITIES INCLUDE:

    • Perform cleaning tasks and ensure high hygienic standards in the office
    • Vacuum, Sweep and mop office floor
    • Dust office furniture and flowers
    • Clean waste bins
    • Clean and wash hand basin, toilets and sinks
    • Check toilet paper and soap in toilets
    • Make tea and coffee
    • Wash dishes and dish cloths
    • Refill tea and coffee dispensers
    • Refill water in water cooler
    • Wash office windows

    Requirements

    • Minimum Grade ten
    • Cleaning experience will be a definite advantage
    • Ability to communicate in English will be a definite advantage
    • Good interpersonal skills

    go to method of application »

    Professional ICT Level 2 Support Web Application, System, Training (Centurion)

    Description

    • We are looking for a highly motivated, resourceful individual with a "Can Do" attitude and strong work ethic to join our ICT Service Desk team.
    • You should have experience in managing multiple incidents, requests and problems. Microsoft 365 knowledge, and a good understanding of windows installation, software and database management systems. Solid experience in managing SLA and Customer Feedback.
    • Delivering 1st-line support service via the calls received via the active service desk, receiving incidents and service requests via various mediums including telephone, email. Troubleshoot to identify, assess, resolve and escalate software/hardware and application-related faults within set Service Level Agreement.
    • Logging call details accurately on the active service desk and escalate calls to 2nd line support when required.
    • Track all outstanding queries, and ensure they are resolved within specified SLA.
    • Attending system-related meetings when required for input and advice purposes and provide feedback to supervisor and team.
    • Good understanding of Web Application System and monitoring, identify the latest business trends for support purposes and report these to the supervisor.
    • Assist with the documentation of knowledge base and providing required training to customers.

    Requirements

    • Grade 12
    • IT Diploma or A+ and N+
    • 5 years of experience in the first line support
    • Microsoft 365 Fundamentals - MS-900
    • ITIL V4 Certificate
    • Valid driver’s license
       

    Method of Application

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