Complaints Resolution Officer

3 months ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Employee Benefits**Function**:Administration and Office Support**Date**:2 Oct 2024
- Achieve more than** **YOU BELIEVE**
- Discovery Corporate & Employee Benefits- Complaints Resolution Officer**About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.**About Discovery Corporate & Employee Benefits**
- Discovery Corporate and Employee Benefits is the first and only employee benefits provider to shape employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance are brought to companies and employees.**Key Purpose of the role**
- Overall responsibility for the team’s success to ensure that the team objectives, which are aligned to the overall business strategy, are met. Responsible for the operational management and delivery of complaints across Employee Benefits. To proactively manage the function and ensure the department meets the compliance and regulatory requirements effectively.**Areas of responsibility may include but not limited to**
- Make recommendations to enhance process and system functionality across Employee business specifically to logging of complaints, escalations and service recovery.
- Ensure that all complaints, escalations and poor survey ratings received are recorded, investigated and responded to accordingly.
- Monitor complaints and escalations logged across Employee Benefits to ensure that they are managed within SLA. Ensure that leaders manage these complaints with urgency.
- Proper trend analysis and reporting done on all complaints received. Meetings scheduled with business heads to suggest recommendations and track action plans
- Manage and maintain stakeholder relationships to ensure business continuity. Build relationships and network with leaders across Discovery Holdings. Work closely with all exec offices
- Provide feedback and request changes to processes/product/systems and life plan guides based on complaints received
- Create and compile statistical reporting in line with compliance and regulatory requirements monthly to keep stakeholders informed on all complaint’s outcomes.
- Provide training to business and leaders on complaints management

**Personal Attributes and Skills**
- Analytical and problem-solving skills
- Good written and verbal communication
- Customer Focus and industry knowledge
- Interpersonal savvy
- Innovation
- Discovery Life Product knowledge (advantageous)
- Integrity
- Attention to Detail
- Planning, prioritizing, and organizing
- Teamwork/collaboration
- Stress tolerance

**Education and Experience**
- Matric - Essential
- BA or Bcom Degree - advantageous
- Relevant Industry Qualifications - Wealth Management, Introduction to Retirement Funds - Advantageous
- 3 - 5 years’ experience and knowledge in Group Life and/or Retirement Funds
- Client Services across call centre, correspondence, and servicing (advantageous)
- Full compliance and legislative universe relating to employee benefits, FAIS and Umbrella Funds.

**EMPLOYMENT EQUITY**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
- EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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