Escalation Complaint Specialist - Cape Town at Momentum Metropolitan Holdings Limited

Role Purpose    

• To resolve escalated complaints in line with the Metropolitan complaints management framework for the client complaint function.  (Clients, Insurance Ombudsman, FSCA, FAIS, Consumer Commission, media, social media and any other external legal bodies). To provide service recovery support to the Metropolitan Life business divisions and ensuring effective resolution to improve the organisation’s overall client engagement and experience initiatives.

Requirements    
Formal Qualifications:

• Grade 12 or equivalent
• BA degree or equivalent in Business Administration
• Risk and Compliance certificate (advantageous)

Knowledge:

• Knowledge or relevant products, systems and process for Metropolitan
• Ombudsman complaint experience (advantageous)
• Relevant regulatory and compliance requirements
• Knowledge of market conduct principles and treating customers fairly (TCF)
• Working knowledge of contractual law

Experience:

•  5-8 Years of client services experience in a service or service recovery environment (with specific focus on client complaints advantageous)
• Risk and compliance experience (advantageous)
• Ombudsman (regulatory) complaint experience (advantageous)

Attributes:

• Diligence
• Ability to network and interact with relevant stakeholders in the organisation
• Attention to detail

Duties & Responsibilities    

• Investigate a complaint with all stakeholders and gather evidence and information from subject matter experts to make an informed decision.
• Maintain and apply the TCF (Treating Clients Fairly) principles approach to the complaint resolution process.
• Construct your response in a clear and understandable manner and structure information to meet the needs and understanding of the intended audience.
• Present a compelling and well thought through motivation when you need a business decision or claim decision overturned.
• Apply your mind to the circumstances of the complaint and determine compensation payments if and when required.
• Provide continued assistance to stakeholders and business partners to proactively prevent complaints escalating.
• Identify the root cause that led to the complaint.
• Investigate holistically to determine impact and recommend or involve relevant stakeholders to take steps to correct the service breakdowns.
• Report back to business partners on insights based on root cause themes identified.
• Recording of all complaints on MMH systems of record.
• Live the MMH values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.

Competencies    

• Writing and reporting: Avoids the use of unnecessary jargon and abbreviations; writes in a well-structured, grammatically correct and logical way; structures information to meet the needs and understanding of the intended audience
• Learning and researching: Rapidly learns new tasks. Demonstrates an immediate understanding of newly presented information and gathers comprehensive information to support decision making.
• Presenting and communicating information: Speaks fluently and has the ability to effectively express oneself, information and key points clearly; responds quickly to the needs of respective intermediaries.
• Analysing: Analyses numerical data and all other sources of information, to  break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgement from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.
• Adhering to principles and values: Upholds MMH Code of Ethics and values, demonstrates integrity, promotes, and defends equal opportunities, encourages organisational and individual responsibility towards colleagues and the work environment. Strives for excellence.
• Adapting and responding to change: Adapts to changing circumstances, tolerates ambiguity, accepts new deas and changes initiatives; adapts interpersonal style to suit different people or situations and shows an interest in new experiences.
• Deciding and initiating action: Takes responsibility for actions, projects, clients, and internal stakeholder; takes initiative and works under own direction; initiates and generates activity; makes quick and clear decisions.
• Persuading and influencing: Communicates in a constructive manner to influence people. Able to write a strong and compelling motivation supported by evidence to ensure effective complaint resolution. 
• Following instructions and procedures: Appropriately follows business instructions, follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.
• Delivering results and meeting customer expectations: Focuses on client needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works systematically, methodical and orderly way; consistently achieves targets.