Complaints Officer

2 days ago

Durban, South Africa Talksure Full time

**MAIN PURPOSE OF THE ROLE**

Support the Customer Service environment with all aspects of complaints
- management and resolution. This includes end-to-end management of individual complaints and issues, managing escalated, complex or secondary complaints, reporting, root cause analysis and process improvement.

**DUTIES AND RESPONSIBILITIES**

**Complaints Management and resolution**
- Manage the complaints resolution process on various platforms.
- Provide technical advice and support to TL's and FAIS representatives where appropriate
- Act as an escalation point for complex or difficult cases to the relevant stakeholders
- Assist various partners and stakeholders on the resolution of complaints

**Establish the framework for risk assessment, customer compensation & ongoing governance of controls**
- Assist in the calculation, approval and processing of compensation payments against SOP and legislative guidelines.
- Establish and manage a complaints management and risk management framework to ensure all legislative and business requirements are met.

**Manage customer experience**
- Ensure that all customer interaction meet the company standards, client and regulatory compliance and quality standards (TCF & PPR)
- Establish and manage a quality improvement framework.
- Drive analytics and continuous improvement on complaint processes and SOP.

**Report and Feedback**
- Prepare reports for different departments and partners within agreed timelines.
- Maintain and manage the Complaints registers including Ombuds and refund registers.
- Analyse complaint data and survey data to identify continuous improvement actions and work with the business to implement these actions
- Conduct root cause analysis on complaints to identify underlying issues and report to the relevant stakeholders.

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Regulatory certification and insurance related qualification
- Diploma NQF 5 preferable
- 1-3 years' experience in the customer service environment within the financial services sector
- Intermediate level for MS Office
- Strong data analysis capabilities.

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Analysis and Problem solving
- Organisational Awareness
- Communication
- Customer Service Orientation
- Self-Management
- Stress Management
- Planning and Organisation
- Results Orientation
- Resource Management
- People Management

**Salary**: Market related

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