Ombudsman Liaison Officer

**What you need to know**:
You will be responsible for the receipt and investigation of complaints received directly from the National Financial Ombudsman and other regulatory bodies, addressing the allegations in the complaint in a response to the regulatory body. This position handles and manages Regulatory and Ombudsman complaints across the company for various countries for all Lines of Business, while improving operational efficiency within the organization, through effective strategic process re-designs and development of best practices. This requires forward thinking and pro-active approaches resulting in exceptional case handling.

**Principle duties**
- GCMS.

- Successfully resolves complaints expeditiously and to the mutual satisfaction of all parties involved.

- Escalate complaints effectively and timeously to senior management as and when required.

- Adherence to local, regional, and global complaints handling procedures and policies.

- Identifies operational inefficiencies as well as best practices and drives improvement initiatives throughout the organization

- Communicates issues/opportunities as well as results through structured governance meetings to senior management.

- Analyze data to provide decision support to management.

- Acts as a customer advocate for best practices - processes, metrics, and measurements.

- To be the main point of contact, liaising with operational, business colleagues ensuring that clients are kept fully informed of progress at all times.

- Interacts with business partners (internal and external) to obtain additional information in relation to complaints to finalise reviews and feedback to Regulator and Ombudsman.

- Report on a weekly basis on the status of complaints

- Manage customer complaints through the full complaints cycle (acknowledge, investigate, feedback, resolve, root cause and implement action plans to remediate gaps identified.)

- Engage actively with various internal stakeholders to obtain additional information as and when required to ensure resolution in specified turnaround time.

- Provide closed complaints data on ruling/turnover rate on a monthly basis.

- Identify improvement opportunities through trends and root cause analyses in relation to complaints

- Produce complaints reports for circulation to senior management as required

- Track and report all reminders from Regulatory bodies in relation to complaints.

- Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery

- To ensure that TCF outcomes are applied to all interactions with our customers

- To act as an ambassador for AIG and always behave in a professional and courteous manner.

- To be pro-active in the development of good relations within the company, Regulator and Ombudsman offices and this may involve attending various meetings.

- To reduce the turnover rate by resolving complaints effectively and efficiently.

- Eliminate incompetent penalties lodged against AIG by the Ombudsman.

- To ensure that AIG are compliant with Ombudsman complaints processes.

- Perform leakage analyses to identify reasons for complaints being escalated to the Regulator and Ombudsman offices and implementing remediation plans to mitigate leakage.

**What we’re looking for**:
**Qualification**

- Matric

- Bachelor’s degree in Law

**Core Competencies Requirements**:

- Superior Customer Servicing skills with a strong focus on Quality excellence

- Strong research, analytical, and problem-solving skills

- Excellent oral and written communication skills

- Strong decision-making ability

- Ability to work effectively with senior management

- Ability to persuade and broaden relationships

- Self-motivated and results-oriented

- Excellent organizational skills

- Ability to work effectively in a multi-task, high-volume environment

- 1 -2 years of professional experience

- Tertiary qualification or equivalent experience

- Advanced proficiency in MS Office - especially Word, Excel and PowerPoint

- International and domestic travel may be required to complete certain projects.

- Solid knowledge and awareness of the Policy and principles relating to TCF.

- Good working knowledge of Insurance Regulations relating to conduct of business and insurance industry practice.

- Solid understanding of the SAIA and its associated procedures / practices.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

**Enjoy benefits that take care of what matters**

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time