Complaints Administrator - Core Business

About the role

The Complaints Administrator supports potential and existing Icebolethu FSP clients with comprehensive administrative handling of complaints. The role sits in the FSP Core Business department, reports to the Business Administrations Manager and is based in Durban. It calls for strong organisational skills, client care experience and familiarity with Easipol and CRM systems.

Key responsibilities

• Receive complaints by walk-in, email, phone, branch submission, WhatsApp or social media escalation, log them accurately in the complaints system and assign reference numbers.
• Categorise complaints (service, FAIS/FSP, claims, burial services, catering, tombstone, transport, policy servicing, staff conduct, supplier-related) and allocate them to the right department or branch.
• Follow up with branches, departments and suppliers, track progress and escalate unresolved complaints; schedule meetings to fast-track chronic cases.
• Communicate progress and outcomes to clients, including written responses and closure letters, with empathy and in line with TCF principles.
• Handle complaints in line with FSCA standards, TCF, FAIS and the company's complaints policy, keeping audit trails and reporting misconduct or fraud risks.
• Maintain the complaints register, prepare weekly, monthly and quarterly reports, assist with root cause analysis and present data to management or regulators.
• Manage email inboxes, file documents and monitor SLAs such as 48-hour acknowledgement and 7-14 day resolution.

Required profile

• Grade 12 / Matric (required).
• 1-2+ years in policy administration, insurance servicing, financial services or funeral insurance.
• Advantage: certificate in customer service, office administration or business administration; FAIS/RE5 beneficial for insurance complaints.

Required skills

• Computer literacy: MS Office, Excel and CRM systems.
• Experience with policy management systems (funeral system, CRM, underwriting platforms) and Easipol.
• Knowledge of funeral insurance, underwriting, lapses, reinstatements and claims, and of FSCA, TCF, FAIS and FICA.