Description
The purpose of this role is to implement a best practice complaints management framework for the Old Mutual Insure Customer Experience Complaints function (Insurance ombudsman, FSB, Consumer Commission, media and any other external legal bodies’ complaints) ensuring effective resolution and proactive prevention based on analysis.
You Will :
Facilitate and mediate an independent process for disputes that cannot be resolved through the organizations level 1 and 2 complaints management process. Facilitate and mediate an independent process for disputes
Investigate the complaint by gathering all the relevant facts from the claimant, business and use any other sources deemed necessary to ensure that decisions are fair, impartial and aligned to the regulatory and / or legislative requirements.
Resolve insurance complaints fairly, efficiently and impartially and not swayed by business pressures.
Acknowledge new disputes timeously.
Conduct root cause analysis of disputes and recommend implementation of pro-active prevention measures.
Accountable for maintaining a professional relationship with the Internal Arbitrator and business stakeholders when dealing with disputes and responsible for all communications between the business and the internal arbitrator.
Stay well informed of the Ombudsman’s thinking on emerging consumer issues and ensure that recommendations provided to the Internal Arbitrator are in-line with industry practices.
Resolve escalated customer queries in respect of the disputes and ensure that timeous feedback is provided to customers and brokers on all matters.
Facilitate and maintain an effective TCF (Treating Customer Fairly) approach to the management of disputes.
Contribute to the maintenance of the complaints reporting and complaints system.
Appropriately escalate complaints to different specialist areas.
Manage complaints end to end, by prioritizing according to agreed criteria even if the resolution was finalized in another department.
Assist with tracking the progression of action plans on disputes.
Service delivery to ensure customer satisfaction
Maintain service, quality and desired outputs within the dispute process by ensuring compliance to tactical policies, procedures and standards.
Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
Continuous improvement to ensure effective service
Ensure statutory and legislative knowledge is always current in order to resolve disputes, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
Ensure adherence to organizational policies, practices and procedures.
Identify solutions to enhance cost effectiveness and increase operational efficiency
Manage quality people practices
Align own behavior with the organization culture and values.
Share and transfer process, statutory and legislative knowledge to colleagues.
Collaborate and work with the complaints management team to deliver required service levels.
Actively share information with other team members regarding successes, issues, trends and ideas.
The minimum requirements for the IA Specialist role:
Matric
LLB degree (advantageous)
+3 years relevance experience, preferably in the short-term insurance industry and/or customer complaints management
Insurance process and product knowledge (advantageous)
Must be fluent in speaking and writing in English (and one of the other official languages – advantageous)
Analytical
Excellent writing skills
Ability to manage a caseload in an efficient and timely manner with clear customer focus on achieving fair outcomes
Skills
Education
Bachelor Of Law: Law (Required)
Closing Date
10 June 2024
