Ombudsman Liaison Officer

What you need to know:

The Ombudsman liaison Officer role offers the successful candidate the opportunity to step into or further their complaints management career. You will have the opportunity to operate within a complex and diverse complaint environment and learn about AIG's business operations, particularly as it relates to our Claims and Underwriting processes.

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

• Logging of all complaints received from the Regulator and FAIS Ombudsman and National Financial Ombudsman (NFO) on the respective application- GCMS.
• Successfully resolves complaints expeditiously and to the mutual satisfaction of all parties involved.
• Communicate with Regulator and Ombudsman via telephone, e-mail or other means regarding complaints
• 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 spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to

Preference will be given to previously disadvantaged candidates in line with the company's Employment Equity Plan. Specific preference will be given to people with disabilities.

Functional Area:

OP - OperationsAIG South Africa