Insurance and Investments - Other Insurance South Africa FULL TIME Job Summary Clerk: Complaints Location: Menlyn, South Africa Salary: R13 000 p.m Our client in the Insurance industry is looking for a Clerk Complaints to register, administrate and communicate on complaints according to the company's Complaint Resolution Policy and Procedure Key responsibilities 1. Attend to Dispute Resolution (TCF) * Provide administrative support for the effective handling and processing complaints, with the quality of complaints handled being maintained in accordance with client and compliance requirements * Use the centralized complaints system accurately to effectively capture information for many purposes including monitoring and improvement purposes * Prioritize workflow/tasks to ensure a reliable service to complainants is maintained at all times and that complaints are addressed within the turnaround standard * Carry out investigations necessary to resolve noncomplex complaints to provide resolution. Use judgement to consider complaints objectively on behalf of the company and the complainant * Refer complex complaints to complaints administrators or manager and complaints committee for resolution (including communicating to the complainant) • Maintain accurate records regarding all complaints including the logging, re-direction and referral of correspondence as appropriate * Accurately draft and send standard correspondence to complainants including communication on acknowledgement, progress and final resolution of complaints * Handle all follow up enquiries and administration in an effective and efficient manner with a high attention to detail * Monitor and track complaints cases to identify blockers to the achievement of targets and quality review all complaint outcome letters before dispatch. Report deviations to the complaints manager * Ensure all outcomes given to our complainants are fair and follow our regulatory guidelines • Liaise with complainants, institutions, managers and staff for the efficient resolution of client complaints. Deliver a superior client service at all times by building relationships based on trust and integrity * Listen to complainants, understanding their needs and working with them to address their concerns and agree the appropriate solution * Contribute to the continuous development of the team's operational functions, systems and services * Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities Requirements * Matric * Knowledge in complaints resolution * 2 Years' Experience in the Insurance Industry * LTIA, FAIS, FICA (not limited) Send your CV and latest pay slip to AtripleA Recruitment and Temps www.aaaa.co.za AtripleA recruitment & temps Recruiter