Long-term Insurance Dispute Resolution Technical Lead
2 weeks ago
Job Title: Long-term Insurance Dispute Resolution Technical Lead
Job Summary: We are seeking a highly skilled Long-term Insurance Dispute Resolution Technical Lead to join our team at The Recruitment Council. The successful candidate will be responsible for managing the dispute resolution process related to long-term insurance, ensuring compliance and effective handling of complaints.
Key Responsibilities:
- Dispute Management: Oversee the recording and tracking of all complaints in the Client Relationship Management (CRM) database, ensuring all details are accurately documented for reference.
- Documentation Handling: Ensure that all relevant documents, including physical copies and supporting materials, are properly uploaded and maintained for each complaint.
- Process Improvement: Identify opportunities for enhancing client service and operational processes by analyzing service gaps and compliance issues, and recommending actionable solutions.
- Stakeholder Liaison: Maintain communication with relevant business units to ensure timely and satisfactory responses to complaints, while monitoring the progress of each case.
- Risk Mitigation: Proactively highlight any reputational or financial risks associated with service gaps or non-compliance, and develop strategies to address these issues.
- Regulatory Compliance: Stay informed about changes in insurance legislation and industry standards, participating in ongoing education and training to maintain expertise.
- Knowledge Sharing: Foster a culture of knowledge sharing by keeping the team updated on regulatory changes and best practices within the industry.
- Client Communication: Ensure that clients receive timely updates and responses regarding their complaints, and provide necessary documentation to support claims processing.
- Relationship Building: Establish and maintain effective relationships with both internal teams and external stakeholders through workshops and discussion forums.
- Reporting: Respond promptly to inquiries from the Ombudsman and regulatory bodies, ensuring that all resolutions are completed within stipulated deadlines.
Requirements:
- Essential Qualifications:
- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
- Preferred Qualification:
- Admitted Attorney
- Preferred Certifications:
- RE 5 Certification
- Experience:
- Minimum of 5 years experience as a Long-term Insurance Ombudsman Liaison specialist with a focus on dispute resolution.
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