Long-term Complaints Handling & Claims Resolution Agent
Overview
The Long-term Complaints Handling & Claims Resolution Agent manages complex and escalated customer complaints and claims, ensuring fair and timely resolutions while providing support through the Customer Service mailbox. This role involves conducting detailed investigations and collaborating with internal stakeholders to maintain compliance with regulatory standards and deliver a positive customer experience.
Requirements
- Matric (Grade 12)
- 2–3 years’ experience in long-term insurance (life, funeral, disability, or investment products)
- Prior complaints handling or claims resolution experience
- Familiarity with ombudsman processes and escalation procedures
- Relevant insurance qualifications (e.g., NQF Level 4 or higher in insurance or financial services)
- Compliance with Fit and Proper requirements under the Financial Advisory and Intermediary Services Act (FAIS)
- FAIS and RE Qualification
- FAIS compliant
- RE5 certification
- Financial Industry Qualifications or Compliance
- Understanding of TCF principles
- POPIA/data privacy awareness
- Knowledge of Ombud processes (e.g., OSTI, FAIS)
Responsibilities
- Manage and resolve complex, escalated, and aged customer complaints and claims from start to finish
- Conduct detailed investigations and identify root causes
- Work closely with internal departments to ensure fair, accurate, and timely resolutions
- Serve as a key point of contact for customers throughout the resolution process
- Provide regular updates and manage customer expectations
- Handle sensitive situations with professionalism
- Ensure compliance with company policies and regulatory requirements
- Identify trends and opportunities to improve complaint-handling processes
How to apply
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