Short Term Insurance Complaints Handling Specialist at Absa Group Limited (Absa)

About the Job

Job Summary

• 3 years exp essential to handle customer complaints within the Short term Insurance industry. Products include Personal lines and Commercial lines. Ability to manage various stakeholders, Call resolution analysis and trends to improve the customer experience, is a pre-requisite. Provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention.

Job Description

• 3 years exp essential to handle customer complaints within the Short term Insurance industry. Products include Personal lines and Commercial lines. Ability to manage various stakeholders, Call resolution analysis and trends to improve the customer experience, is a pre-requisite. Provide advice and support in the development and implementation of complaint resolution planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, retention.
• Receipt of complaints: Receive clients query/complaint against via email, telephone, Actionline or any other complaints logging channels. Advise accordingly and appropriately. 
• Capturing and assigning complaints: Log the query/complaint on the Complaints Management System, according to acceptable standards, and load all appropriate customer information received via fax, email and/or verbally. 
• Facilitation of Complaints process: Draw reports from complaints management system and manage exception reports on a daily and filter relevant information, address outstanding and/or unresolved information. 
• Compile reports: Compile reports on all complaints received and on customer satisfaction. Plan and manage timelines to ensure that complaints logged are attended to within the agreed process and SLA requirements

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)