Complaints Assessor

About the role

Old Mutual is hiring a Complaints Assessor in Johannesburg. The function delivers a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions, including directing customers to the right channel in line with procedural, productivity and quality standards. It also offers specialist product and service knowledge that may lead to sales.

Key responsibilities

• Own the operational framework and processes of the complaints management function, working with the Head: Customer Experience
• Maintain an effective Treating Customer Fairly and market conduct approach to complaints
• Support staff on complaint handling, investigations, root cause analysis and report writing, and escalate complaints appropriately
• Manage complaints end-to-end, prioritise them and run resolution meetings with all relevant parties
• Track complaint trends, response times and outcomes, and produce reports to enable proactive responses
• Give complainants regular feedback on the status of their complaints and prepare formal responses
• Ensure compliance with policies, procedures and standards, and manage non-conformance and non-performance
• Share knowledge, collaborate with the Customer Experience team, and take responsibility for own performance objectives

Required profile

• Essential: 3 to 5 years' relevant experience in customer care, service or complaints, and insurance experience
• Desirable: knowledge of OMI systems and processes, and of insurance policy wordings
• Bachelor of Commerce (BCom) in Business Administration/Management (NQF level 5 or higher), or an advanced or occupational certificate or equivalent

Required skills

• Customer complaint management and customer care
• Customer relationship management (CRM) software
• Consultative selling, upselling and identifying sales opportunities
• Communication, data management and customer feedback management