Talent Pool : Escalations Specialist MMH

Role Purpose

The successful incumbent will be responsible for providing prompt and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.

• Matric or equivalent (Essential).
• Business related qualification (Desirable).
• Relevant product training (Essential).
• FAIS related qualification (Desirable).

• 3-5 years experience in a related role dealing with complaints or client service queries.
• Experience in the insurance industry.

• Relevant systems and processes (Essential).
• Complaints management framework, procedures and processes.
• Business products and associated rules.
• Relevant legislation.
• Compliance and risk mitigation.
• Technical knowledge of processes and legislation.
• In depth knowledge of the products in the business.
• Computer Literacy – MS Office:
  Work, Excel, Outlook and other business-specific software.

• Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.
• Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.
• Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
• Communicate progress and resolution to clients in accordance with agreed standards and practices.
• Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
• Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
• Escalate complaints unable to be resolved to the relevant stakeholders to collectively reach conclusion.
• Provide input and make recommendations to complaints framework and approach to enhance client experience.
• Act as key contact to client to ensure complaints are resolved and client relationship is maintained aligned with desired client experience.
• Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.
• Ensure accurate record keeping and enable reporting through data management.
• Accurately complete all administrative and reporting requirements within agreed time frames.
• Adhere to all relevant legislative / compliance requirements.
• Identify and report process and system failures and enhancements to improve client experience.

• Provide authoritative, expertise and information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.