Client Complaints Resolution Officer - Nedbank

Job Purpose

To effectively handle any complaints lodged against Nedbank Insurance. Ensure that all complaints are managed taking into consideration the fair treatment of clients and operating within the parameters of all the applicable regulations. Communicate the outcome of complaints resolution to clients both written and verbally in line with the Nedbank Insurance Complaints Framework and Business strategy.

Job Responsibilities

• Management of complaints end-to-end
• Be the voice of the customer
• Lodge and record all client complaints on the CMS system
• Identify client needs and resolve client complaints within agreed and prescribed SLA’s
• Draft complaint responses and communicate decisions to intermediaries, management, clients, and other stakeholders (Ombudsman, FSCA, media, attorneys etc.)
• Manage complaints taking all TCF principles into account as well as business requirements
• Investigation of complaints for all Nedbank Insurance products, policy services, service providers and sales channels
• Ensure quality in the investigation, communication, and resolution of complaints.
• Demonstrate effective stakeholder engagement maintaining and improving relationships with all stakeholders, both internally and externally, as well as, within the Complaints Team
• Conduct effective complaints root cause analysis to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
• Ensure reports/dashboards are produced timeously via monthly feedback to internal stakeholders.
• Identify trends on types of complaints received and update the complaints system accurately
• Conduct root cause analysis and provide feedback to relevant departments on all processes to curb recurrences. Pro-active problem identification

• Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e., system changes, forms, and policy amendments.
• Compliance with the Complaints Framework and required process for effective queue management
• Input into the continuously review of the complaints management process for improvement and make necessary recommendations to relevant stakeholders.
• Active participation in weekly and monthly complaint working group meetings.
• Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
• Identify training courses and career progression for self through input and feedback from management.
• Ensure all personal development plan activities are completed within specified timeframe.
• Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g.: staff surveys etc).
• Participate and support corporate responsibility initiatives for the achievement of business strategy.

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees
• Higher Certificate in Short-term Insurance
• Higher Certificate in Financial Products (Long-term Insurance)

Preferred Qualification

• Post graduate Legal degree

Minimum Experience Level

• 3 - 5 years working experience in a complaints environment handling complaints within the Insurance industry.
• Regulatory complaints handling will be advantageous

Technical / Professional Knowledge

• Complaints Management process
• Ombudsman processes and procedures
• Insurance product knowledge
• Effective communication skills (verbal and written).
• Drafting and writing manual technical letters or handling of technical complaints
• Knowledge of relevant legislation and regulations
• Knowledge of Client Experience principles
• Financial services/industry knowledge.

Behavioural Competencies

• Strong Customer Focus
• Excellent Communication skills, both written and verbal
• Strong decision-making skills
• Problem solving skills
• Computer Literacy
• Customer service, TCF
• Innovative thinking
• Results driven