Complaints Administrator at Old Mutual South Africa

Job Description

Old Mutual is looking for Complaints Administrator . This role will be responsible for the review and initial acknowledgement, investigation, response and solution of customer complaints; received through multiple channels including but not limited to phone calls, emails and customer service questionnaires .

You Would :

Support an independent process for disputes/complaints that cannot be resolved through the organizations level 1 and 2 complaints management process.   

• Provide administrative support to the Arbitration Manager in the complaints area – iinternal disputes, FAIS, NFO, FSCA,
  Registration of disputes and Ombud complaints within set timelines
• Ensuring accurate record keeping of complaints
• Compiling monthly, adhoc and yearly reports
• Complaints data validations
• Assist to prepare weekly, monthly, yearly and adhoc reports
• Timeous allocation of dispute resolution and Ombud complaints to specialists
• Inform customers/Brokers for additional information required to lodge a dispute timeously
• Liaise with general complaints about the progress and resolution of matters which are escalated to the internal arbitration area
• Attendance and contribution to weekly, monthy, adhoc meetings
• Attendance to adhoc tasks from Management

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs within the dispute process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Support the work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve disputes, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organizational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency

Manage quality people practices

• Align own behavior with the organization culture and values.
• Collaborate and work with the complaints management team to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas

The minimum requirements for the Complaints Administrator role:

• Matric
• Degree (advantageous)
• 1 years relevance experience, preferably in the non life insurance industry and/or customer complaints management
• Insurance process and product knowledge (advantageous)
• Must be fluent in speaking and writing in English (and one of the other official languages – advantageous)
• Excellent organizational skills 
• Ability to manage a caseload in an efficient and timely manner with clear customer focus on achieving fair outcomes