Location: Centurion, Gauteng
Full Job Description
Key Responsibilities
- Receive and log new client complaints into the Complaints Management System (CMS) after determining their nature.
- Verify the identity of the complainant and their relationship to the policy, funeral service, or tombstone invoice.
- Retrieve and print relevant documents (e.g., application forms, funeral or tombstone invoices) from Image Viewer to support the complaint assessment.
- Request and attach XDS reports for all fraud-related complaints.
- Initiate and capture the complaint on the CMS.
- Process policy or payment method cancellations based on client instructions.
- Confirm receipt of complaint correspondence and handle cancellations accordingly.
- Maintain CMS records by adding summary notes, documenting actions taken, and tracking correspondence.
- Create a case file for each complaint, including the complaint number and complainant details.
- File all related documents and communications in the CMS.
- Allocate case files to senior clerks and department heads.
- Support senior staff with tasks, queries, and general administrative duties.
- Handle internal and external client enquiries, escalating to senior clerks when necessary.
Requirements
- Grade 12 qualification.
- Knowledge of TCF (Treating Customers Fairly), FSCA regulations, and other relevant legislation.
- 2–3 years of experience in insurance and administration.
- Strong written and verbal communication skills.
- Proficiency in Microsoft Office (Excel, Word, Outlook).
- A customer-focused approach with excellent service orientation.
- Ability to work well within a team and independently take initiative.
- Capable of working under pressure while maintaining accuracy.
- Strong planning, organizational, and time management skills.
- High attention to detail with the ability to assess each case on its own merit.
- Self-driven and motivated to deliver quality results.
