Long-term Complaints Handling & Claims Resolution Agent

Long-Term Complaints Handling & Claims Resolution Agent (x2)

Permanent role: Yes, subject to a 3-month probation period

Commission structure: None

Working hours: Onsite (JHB/Houghton), Monday to Friday, 08:00 – 17:00

Weekends/Overtime: Not applicable

About Smollan

At Smollan, we are on an evolutionary journey, reshaping our story. We seek truly unique individuals who believe in fostering a diverse and inclusive environment — where our people are cared for, happy, and inspired to build an extraordinary place to work.

Role Overview

As a Long-Term Complaints & Claims Resolution Agent, you will manage and resolve complex, escalated, and aged customer complaints and claims, ensuring fair and timely outcomes. You will also provide support for the Customer Service mailbox.

Key Responsibilities

• Conduct detailed investigations and root cause analyses into complaints and claims.
• Collaborate closely with internal stakeholders and departments to ensure accurate and timely resolutions.
• Serve as a primary point of contact for customers throughout the resolution process, providing regular updates and managing expectations with professionalism.
• Ensure compliance with company policies and relevant regulatory requirements.
• Identify trends and opportunities to improve complaints handling procedures.
• Support the Customer Service mailbox, responding promptly and effectively to enquiries.

Minimum Requirements, Experience & Qualifications

• Matric (Grade 12) or equivalent.
• 2–3 years’ experience in long-term insurance (life, funeral, disability, or investment products).
• Previous experience in complaints handling or claims resolution.
• Familiarity with ombudsman processes and escalation procedures.
• Relevant insurance qualifications (NQF Level 4 or higher in insurance or financial services).
• Compliance with Fit and Proper requirements under the Financial Advisory and Intermediary Services Act (FAIS).
• Knowledge of regulatory frameworks including FAIS, TCF (Treating Customers Fairly), and POPIA (Protection of Personal Information Act).
• FAIS and/or RE qualification.
• FAIS compliant with RE5 certification.
• Financial industry qualifications or compliance experience.
• Awareness of TCF principles and data privacy under POPIA.
• Understanding of Ombud processes (e.g., OSTI, FAIS).

Core Competencies

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication, with the ability to manage sensitive client complaints.
• Conflict resolution and de-escalation capabilities.
• High attention to detail and accuracy.
• Effective stakeholder collaboration.
• Time management and organisational skills.
• Customer-focused approach.
• Regulatory awareness and compliance.
• Ability to work under pressure and manage high call volumes or caseloads.

What’s in it for you?

• Opportunity to manage complex, high-impact cases.
• Exposure to regulatory and compliance frameworks.
• Development of investigative and problem-solving skills.
• Career progression opportunities within complaints, risk, or compliance roles.
• Chance to make a meaningful impact on customer outcomes.
• Experience working with cross-functional teams.