Customer Resolution Advisor

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MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world.

Company values that every employee subscribes to are:
Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

The Customer Resolution Advisor is a pivotal role responsible for handling complex, escalated, or unresolved.
customer complaints, inquiries, and disputes within the short-term insurance value chain (e.g., claims, underwriting, policy administration). This role requires deep analytical skills, expert knowledge of company products and regulatory compliance and the ability to drive final, equitable, and sustainable solutions.

• Grade 12/Standard 10/NQF4
• Relevant tertiary qualification (beneficial)

• Minimum 3 years’ experience in a customer-facing role within the Short-Term Insurance industry. OR
• Minimum 2 years direct experience handling escalated complaints, disputes, or complex claims/underwriting queries.
• Claims experience would be advantageous.

Role and responsibilities

• Act as the primary point of contact for customers with complaints or complex queries.
• Take ownership of customer complaints from initial receipt, manage customer expectations and hand hold the process until a resolution has been reached.
• Investigate and resolve customer concerns promptly and professionally.
• Collaborate and liaise with internal teams (Claims, Client Services, Sales) to ensure timeous feedback and effective solutions.
• Accurate capturing of all complaints and queries on system
• Document all interactions and resolutions on system.
• Ensure adherence to internal SLAs and regulatory timelines.
• Provide feedback to improve processes and reduce recurring issues.
• Maintain high levels of customer satisfaction.
• Ensure all resolutions and customer interactions strictly comply with South African regulatory frameworks, including the Financial Advisory and Intermediary Services Act (FAIS), the Protection of Personal Information Act (POPIA), and relevant consumer protection legislation.

The successful candidate will demonstrate a unique blend of analytical rigor and customer empathy:

• Excellent verbal and written communication.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Attention to detail.
• Time management and multitasking skills.
• Customer-focused mindset and interpersonal skills
• Identify trends in customer complaints and provide actionable insights and recommendations to management for process, policy, or product improvements to mitigate future risk.
• Ability to work effectively across functional teams to achieve a common customer outcome.
• Capacity to manage difficult customer interactions while maintaining professional composure and customer-centricity.

Customer Service

Quality, compliance and accreditation

Business Processes

Reporting and Administration

Communicates effectively
- Contributing dependently

Decision quality
- Contributing dependently

Action orientated
- Contributing dependently

Optimises work processes
- Contributing dependently

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in…