Complaints Assessor

Old Mutual · Johannesburg

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Job Description

This function provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. It also provides specialist product and service knowledge that may lead to sales generation.

Responsibilities will include the following:

• Implement and take accountability for the, operational framework and processes, of the complaint’s management function, partnering with the Head: Customer Experience to ensure an optimised model is in place
• Facilitate and maintain an effective TCF (Treating Customer Fairly) & Market conduct approach to the management of complaints.
• Contribute to the maintenance of a OMI wide complaints reporting and tracking system (Respond)
• Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing reports
• Appropriately escalate complaints to different specialist areas
• Manage complaints end-to-end, by prioritising according to agreed criteria even if resolution is finalised in another department
• Facilitate complaints resolution meetings involving all relevant parties and using a root cause analysis approach.
• Take a leading role in promoting the reporting of and learning from complaints including:
• Track the progression of action plans from complaints
• Monitor and track complaint trends, highlight risk factors etc to enable proactive solutions
• Produce reports on complaints, monitoring trends, response times, outcomes and action arising from complaints to enable proactive responses from business
• Provide complainant with feedback on the status of a complaint ensuring complainant is constantly informed on progress
• Prepare formal responses to customer complaints.
• Maintain service, quality, and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures, and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Align own behaviour with the organisation culture and values.
• Share and transfer product, process, and systems knowledge to colleagues.
• Collaborate and work with the Customer Experience team to ensure required service levels are delivered.
• Actively participate in the Customer Experience team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends, and ideas.
• Actively participate in own professional development and career path.
• Track and resolve operational and performance variations
• Develop and encourage strong teamwork
• Identify potential inter-departmental problems and escalate them to higher levels
• Engage regularly in team or group problem-solving
• Manage areas of critical compliance and actively manage non-conformance
• Actively manage non-performance
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to area of accountability.
• Take accountability for the management of business-related risks within own area.
• Operate within agreed mandates as documented in the business rules
• Ensure adherence to organisational policies, practices and procedures.
• Identify and recommend areas / ways to improve processes.

Minimum Requirements:

Essential: 

·       3 - 5 years’ relevant (Customer Care/Service/Complaints) experience.

·       Insurance experience.

Desirable:

·       Knowledge and understanding of OMI systems, processes.

·       Knowledge and understanding of insurance policy wordings.

The Recruitment Process:

• TA Interview: This will be a discussion with our Senior Talent Acquisition Specialist to give you an understanding of our business, our culture & values and more context on the role. It will also allow us the opportunity to get to know you more and ensure OMI can meet your career aspirations.
• Panel Interview: This will be with 2 members of the Senior Leadership of the Hiring Team and 1 member of the HC Senior Team.
• Technical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with Vetting through an external service provider, as well as Internal Verification.
• Final Feedback.

All About OMI:

https://www.oldmutual.co.za/about/old-mutual-insure/ 

Please note that, unfortunately, we cannot accept any applications after the closing date

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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