Dispute Resolution Specialist

1 week ago

Johannesburg, Gauteng, South Africa Old Mutual Full time

Job Summary

The Dispute Resolution Specialist will be responsible for implementing a best practice complaints management framework for the Old Mutual Insure Customer Experience Complaints function. This includes ensuring effective resolution and proactive prevention based on analysis.

Key Responsibilities

  • Investigate complaints by gathering relevant facts from claimants, business, and other sources to ensure fair and impartial decisions.
  • Resolve insurance complaints efficiently and impartially, without being swayed by business pressures.
  • Acknowledge new disputes in a timely manner.
  • Conduct root cause analysis of disputes and recommend proactive prevention measures.
  • Maintain a professional relationship with the Internal Arbitrator and business stakeholders when dealing with disputes.
  • Stay informed of the Ombudsman's thinking on emerging consumer issues and ensure recommendations are in-line with industry practices.
  • Resolve escalated customer queries and provide timely feedback to customers and brokers.
  • Facilitate and maintain an effective TCF approach to dispute management.
  • Contribute to the maintenance of complaints reporting and complaints systems.
  • Escalate complaints to specialist areas as necessary.
  • Manage complaints end-to-end, prioritizing according to agreed criteria.
  • Assist with tracking the progression of action plans on disputes.

Service Delivery

  • 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 various channels and administrative teams.
  • Develop work routines in line with operational plans/schedules 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.

Continuous Improvement

  • Ensure statutory and legislative knowledge is current to resolve disputes, advise the business on corrective solutions, and improve the customer experience while complying with governance requirements.
  • Ensure adherence to organizational policies, practices, and procedures.
  • Identify solutions to enhance cost-effectiveness and increase operational efficiency.

Minimum Requirements

  • Matric
  • LLB degree (advantageous)
  • +3 years' relevance experience, preferably in the short-term insurance industry and/or customer complaints management
  • Insurance process and product knowledge (advantageous)
  • Fluency in speaking and writing in English (and one of the other official languages – advantageous)
  • Analytical
  • Excellent writing skills
  • Ability to manage a caseload in an efficient and timely manner with clear customer focus on achieving fair outcomes

Education

Bachelor Of Law: Law (Required)

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