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Specialist: Dispute
2 weeks ago
Description
The role aims to establish a top-notch complaints management framework for the Old Mutual Insure Customer Experience Complaints function. The focus is on ensuring efficient resolution and proactive prevention of complaints from various external bodies such as Insurance Ombudsman, FSB, Consumer Commission, and media.
You Will:
- Investigate complaints thoroughly and impartially utilizing information from multiple sources
- Resolve insurance complaints fairly and impartially
- Acknowledge new disputes promptly
- Conduct root cause analysis of disputes and recommend preventive measures
- Maintain a professional relationship with internal arbitrators and business stakeholders
- Stay updated on emerging consumer issues and align recommendations with industry standards
- Ensure timely resolution of escalated customer queries
- Maintain a 'Treating Customers Fairly' approach
- Contribute to the complaints reporting and system maintenance
- Manage complaints end to end and prioritize according to criteria
- Assist in tracking action plan progress
Service delivery to ensure customer satisfaction
- Maintain quality service delivery within the dispute process
- Establish productive relationships with key stakeholders
- Develop routines aligned with operational plans to achieve service delivery goals
- Share knowledge and contribute to the creation of new standards
Continuous improvement to ensure effective service
- Stay updated on statutory and legislative knowledge
- Identify solutions to enhance cost-effectiveness and operational efficiency
Manage quality people practices
- Align behavior with organizational culture and values
- Transfer knowledge to colleagues
- Collaborate with the complaints management team
- Share information with team members
The minimum requirements for the IA Specialist role:
- Matric
- LLB degree (advantageous)
- +3 years relevant experience
- Insurance process and product knowledge (advantageous)
- Proficiency in English and one of the official languages
- Strong analytical and writing skills
- Ability to manage caseload effectively with a focus on fair outcomes
Skills
Education
Bachelor Of Law: Law (Required)-
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