Finance/Accounting - Other Finance/Accounting Pretoria FULL TIME Job Summary 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 #vacancy #clerk AtripleA recruitment & temps Recruiter