Complaints Officer

7 months ago

Bellville, South Africa Sanlam Full time

Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Overall purpose of the role
The Complaints Officer will be responsible for managing and resolving complaints received in the Sanlam Corporate business in line with the relevant policies and legal framework. Key responsibilities
Log all complaints for business received from various sources
Take ownership of the complaints, escalate and follow-up with business units to ensure resolution of the complaints
Build internal relationships throughout Sanlam Corporate and the Sanlam Group
Build external relationships with industry stakeholders
Mediate between the complainants and the business unit to ensure the final complaint resolution is fair and adhere to the TCF complaint handling standards
Manage complaints through the value chain (acknowledge, investigate, provide feedback, resolve, recommend improvement action)
Compile formal written responses in accordance with the requirements of both internal and external stakeholders
Update reports, identify trends and present information for analysis
Support the Manager in his/her duties and stand in when he/she is not available.
Qualifications and experience
At least 5 years’ experience in a customer service environment within the Financial Services Industry
Exposure to the Employee Benefits environment an advantage
Post matric qualification an advantage
Skills and knowledge
Knowledge of legislation and principals impacting Financial Service Industry and customer engagement
Excellent communication skills both written and verbal (English is not negotiable, additional SA official languages will be advantageous)
Personal competencies
Flexible and Adaptable - Rebounding from setbacks and adversity when facing difficult situations.
Courage - Stepping up to address difficult issues, saying what needs to be said.
Analytical - Collecting and analyzing information, problem-solving, and decision making.
Manages Complexity - Demonstrated ability and proven record to make complex decisions.
Ensures Accountability - Holding self and others accountable to meet commitments.
Plans and Aligns - Planning and prioritising work to meet commitments aligned to organisational goals
Core competencies
Cultivates Innovation by creating new and better ways for the organisation to be successful.
Client Focus - Building strong customer relationships and delivering customer-centric solutions.
Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Resilience - Rebounding from setbacks and adversity when facing difficult situations.
Turnaround time

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