Escalated Complaints Administrator

• The Administrator contributes to the organisation’s goals by servicing customers by handling all administration related to complaints, queries, claims and other relevant tasks to ensure effective resolution in the most cost-effective way.

Job Objectives/Outputs

• Acts as the central contact point for all client complaints, queries and claims, distributing them to the relevant parties accordingly, within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution
• Provide appropriate and timeous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention
• Provide timeous feedback to clients regarding queries
• Allocate and monitor work timeously in order to ensure efficiencies within the department along with preventing backlog
• Effectively monitor all diary and bin entries on a daily basis and allocate accordingly
• Build and maintain internal and external relationships in a fair and responsible manner by living the Telesure Service Way in order to fulfil all customer needs
• Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk with a high degree of attention to detail and quality
• Record all client information on the National Feedback System (NFS)
• Capture the stats for all teams on the NFS system
• Update the new matter spreadsheet on an on-going basis
• Manage the Ombudsman payments on a monthly basis, allocating the payment and submitting these for authorisation
• Update policy queries/VAPS matters regarding the complaints received
• Submit all new policy queries and settled complaints to the Quality Assurance Department
• Submit documentation to the Ombudsman Short Term Insurance (OSTI) department as required
• Manage boardroom bookings
• Take messages for the department
• Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation.
• Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
• Deliver the Telesure Service Way through personal effort and through others.
• Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

• Grade 12 (Standard 10) with University Entrance (NQF4)

Experience

• 1 – 3 years in an administrative role (essential)
• Experience in the short-term insurance industry (advantageous)
• Knowledge of administration processes and procedures
• Knowledge of the short-term insurance industry (preferably contact centre/ claims).

Disclaimer:

• SAQA Accredited Equivalent -It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.

#Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) -As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion