CP – Compliance
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
AIG South Africa
The primary purpose of the job is to receive and investigate complaints received directly from the state insurance departments and other regulatory and quasi-regulatory bodies and addressing the allegations in the complaint in a response to the regulatory body. This position handles and manages Regulatory and Ombudsman complaints across the company for all Lines of Business, while improving operational efficiency within the organization through effective strategic process re-designs and development of best practices. This requires forward thinking and pro-active approaches resulting in exceptional case handling.
- Logging of all complaints received from the Regulator and Ombudsman (OSTI & OLTI) on the respective application- GCMS.
- Successfully resolves complaints expeditiously and to the mutual satisfaction of all parties involved.
- Communicate with Regulator and Ombudsman via telephone, e-mail or other means regarding complaints
- Successfully resolves complaints from the office of the Ombudsman, FAIS and Regulator.
- Successfully resolves escalated complaints expeditiously and to the mutual satisfaction of all parties involved.
- Escalate complaints effectively and timeously to senior management as and when required.
- Adherence to local, regional, and global complaints handling procedures and policies.
- Identifies operational inefficiencies as well as best practices and drives improvement initiatives throughout the organization
- Communicates issues/opportunities as well as results through structured governance meetings to senior management.
- Analyzes data to provide decision support to management.
- Acts as a customer advocate for best practices – processes, metrics, and measurements.
- To be the main point of contact, liaising with operational, business colleagues ensuring that clients are kept fully informed of progress at all times.
- Interacts with business partners (internal and external) to obtain additional information in relation to complaints to finalise reviews and feedback to Regulator and Ombudsman.
- Report on a weekly basis on the status of complaints
- Manage customer complaints through the full complaints cycle (acknowledge, investigate, feedback, resolve, root cause and implement action plans to remediate gaps identified.)
- Engage actively with various internal stakeholders to obtain additional information as and when required to ensure resolution in specified turnaround time.
- Provide closed complaints data on ruling/turnover rate on a monthly basis.
- Identify improvement opportunities through trends and root cause analyses in relation to complaints
- Produce monthly complaints reports for circulation to senior management
- Track and report on 2nd and 3rd reminders from Regulatory bodies in relation to complaints.
- Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery
- To ensure that TCF outcomes are applied to all interactions with our
- To act as an ambassador for AIG behave in a professional and courteous manner at all times.
- To be pro-active in the development of good relations within the company, Regulator and Ombudsman offices and this may involve attending various meetings.
- To reduce the turnover rate by resolving complaints effectively and efficiently.
- Eliminate incompetent penalties lodged against AIG by the Ombudsman.
- To ensure that AIG are compliant with Ombudsman complaints processes.
- Perform leakage analyses to identify reasons for complaints being escalated to the Regulator and Ombudsman offices and implementing remediation plans to mitigate leakage.
Qualification
Matric
Bachelor’s degree in Law
Experience
5 years’ experience in a customer services environment
5 years’ experience in the Insurance Industry
3 to 5 years’ experience with dealing with complaints (Ombudsman)
Skills
- Superior Customer Servicing skills with a strong focus on Quality excellence
- Strong research, analytical, and problem solving skills
- Excellent oral and written communication skills
- Strong decision making ability
- Ability to work effectively with senior management
- Ability to persuade and broaden relationships
- Self-motivated and results-oriented
- Excellent organizational skills
- Ability to work effectively in a multi-task, high-volume environment
- Advanced proficiency in MS Office – especially Word, Excel and PowerPoint
- International and domestic travel may be required to complete certain projects.
- Solid knowledge and awareness of the Policy and principles relating to TCF.
- Good working knowledge of FSB regulations relating to conduct of business and insurance industry practice.
- Solid understanding of the SAIA and its associated procedures / practices.
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.
Preference will be given to previously disadvantaged candidates in line with the company’s Employment Equity Plan. Specific preference will be given to people with disabilities.