Escalation Complaint Specialist

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

**Role Purpose**

To resolve escalated complaints in line with the Metropolitan complaints management framework for the client complaint function. (Clients, Insurance Ombudsman, FSCA, FAIS, Consumer Commission, media, social media and any other external legal bodies). To provide service recovery support to the Metropolitan Life business divisions and ensuring effective resolution to improve the organisation’s overall client engagement and experience initiatives.

**Requirements**:
**Formal Qualifications**:

- Grade 12 or equivalent
- BA degree or equivalent in Business Administration
- Risk and Compliance certificate (advantageous)

**Knowledge**:

- Knowledge or relevant products, systems and process for Metropolitan
- Ombudsman complaint experience (advantageous)
- Relevant regulatory and compliance requirements
- Knowledge of market conduct principles and treating customers fairly (TCF)
- Working knowledge of contractual law

**Experience**:

- 5-8 Years of client services experience in a service or service recovery environment (with specific focus on client complaints advantageous)
- Risk and compliance experience (advantageous)
- Ombudsman (regulatory) complaint experience (advantageous)

**Attributes**:

- Diligence
- Ability to network and interact with relevant stakeholders in the organisation
- Attention to detail

**Duties & Responsibilities**
- Construct your response in a clear and understandable manner and structure information to meet the needs and understanding of the intended audience.
- Present a compelling and well thought through motivation when you need a business decision or claim decision overturned.
Provide continued assistance to stakeholders and business partners to proactively prevent complaints escalating.
- Identify the root cause that led to the complaint.
- Investigate holistically to determine impact and recommend or involve relevant stakeholders to take steps to correct the service breakdowns.
- Report back to business partners on insights based on root cause themes identified.
- Recording of all complaints on MMH systems of record.
- Live the MMH values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.

**Competencies**

**Writing and reporting**:Avoids the use of unnecessary jargon and abbreviations; writes in a well-structured, grammatically correct and logical way; structures information to meet the needs and understanding of the intended audience.

**Learning and researching**:Rapidly learns new tasks. Demonstrates an immediate understanding of newly presented information and gathers comprehensive information to support decision making.

**Presenting and communicating information**:Speaks fluently and has the ability to effectively express oneself, information and key points clearly; responds quickly to the needs of respective intermediaries.

**Analysing**:Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgement from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

**Adhering to principles and values**:Upholds MMH Code of Ethics and values, demonstrates integrity, promotes, and defends equal opportunities, encourages organisational and individual responsibility towards colleagues and the work environment. Strives for excellence.

**Adapting and responding to change**:Adapts to changing circumstances, tolerates ambiguity, accepts new deas and changes initiatives; adapts interpersonal style to suit different people or situations and shows an interest in new experiences.

**Deciding and initiating action**:Takes responsibility for actions, projects, clients, and internal stakeholder; takes initiative and works under own direction; initiates and generates activity; makes quick and clear decisions.

**Persuading and influencing**:Communicates in a constructive manner to influence people. Able to write a strong and compelling motivation supported by evidence to ensure effective complaint resolution.

**Following instructions and procedures**:Appropriately follows business instructions, follows procedures and policies; ke