Client Relations Officer at Guardrisk

Role Purpose    

• Attending to and resolving queries and complaints received from Admed business partners and customers.

Requirements    

• Matric
• Office administration qualification
• FAIS Fit and Proper including RE5
• Computer Literacy (MS Word, Outlook and Excel)
• At least 2 years client relationship / complaint handling experience

Duties & Responsibilities    

• Receiving complaints into the Admed complaints mailbox and telephone number
• Acknowledging complaints received by logging these onto the complaints management system (CRT) and communicating such acknowledgement to the complainant via the system within the required turnaround time
• Managing irate complainants calmly, professionally and with a view to resolving their complainants as efficiently as possible so as to avoid further escalations to Management and OSTI where possible
• Investigating the complaint through liaising with the premiums, marketing, claims and finance teams as well as utilising the Admed administration system/s
• Resolving the complaint where this is possible without the intervention of other team members. Where this is not possible, involving the relevant team members to ensure that the complaint is resolved timeously
• Communicating to each complainant on a regular basis regarding the progress of their complaint
• A high degree of knowledge of Admed product policy wordings and benefits in order to provide clear and comprehensive responses to policyholders;
• Providing support to the Admed team in resolving difficult day-to-day queries and escalations from customers, including conducting investigations, communicating with customers / brokers, documenting feedback, and other processes required
• Providing support to Admed’s binder holder / scheme business including managing and resolving complaints received, liaising with the relevant team members in respect of claim underwriting disputes and escalations, interacting with binder holder system users and IT on system access problems
• Liaising with the technical claims team in respect to upheld underwriting or claims decisions
• Drafting clear and comprehensive responses on Underwriting or claims decisions that have been sent to the OSTI
• Providing support in respect of system testing when changes are deployed
• Providing regular reporting in respect of complaints received into Admed, including inter alia number of complaints received, types of complaints, source of complaints, status of complaints, trends identified, etc
• Preparing and distributing client and business partner surveys according to stipulated schedules, as well as consolidating and reporting on the results of such surveys on a monthly and/or ongoing basis
• Liaising with Management on an ongoing basis and providing recommendations in respect of TCF non-adherence, service, process or underwriting trends identified through the claims which require training, documenting, testing, etc
• Ensuring that the principles of TCF are delivered across every function performed, with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint)

Competencies    

• Organized and focused
• Results and solutions driven
• Resilience and ability to work under pressure
• Interpersonal skills and ability to professionally manage angry customers
• Computer literate
• Strong sense of responsibility and ownership
• Adaptability
• Discipline
• A team player
• Good communication skills