Complaints Co-Ordinator

at  FBD Holdings

EDUCATION

• Hold a third level qualification and / or appropriate professional qualification and be APA, CIP qualified or Grandfathered in the area of selling personal and commercial insurance).

SKILLS:

• Customer focused
• Excellent negotiation, influencing & decision making skills
• Ability to self-motivate and work on own initiative and also work as part of a team
• Strong resilience
• Target driven and results orientated
• Proactive approach
• Proficient in MS Office Suite – MS Word, Excel, PowerPoint

JOB RESPONSIBILITIES

Working closely with and reporting to the Contact Centre Manager, you will be results focused and your key responsibilities will include:

• Complaint Management: Act as the main point of contact for complaints, either from customers, clients, or stakeholders
• Logging Complaints: Record all incoming complaints systematically in a tracking system
• Classification: Classify and prioritize complaints based on severity, type, and impact on the organization
• Investigation and Resolution: Investigate Complaints, gather facts, and liaise with relevant departments to understand the issue
• Coordination with Departments: Work closely with internal teams (e.g., Consumer, Alliance, Servicing, etc.) to resolve the complaints
• Decision-Making: Evaluate the findings and propose resolutions or compensation as per company guidelines
• Communication: Keep complainants informed throughout the process and provide clear explanations of the outcomes
• Regulatory Compliance: Ensure that the complaint-handling process complies with industry regulations, legal requirements, and internal policies
• Record Keeping: Maintain comprehensive records of complaints, investigations, and outcomes for future reference and audits
• Reporting: Regularly generate reports to senior management, outlining trends, key issues, and metrics related to complaints
• Continuous Improvement: Identifying Patterns, analyse complaints data to identify recurring issues and root causes
• Feedback to Management: Provide feedback and recommendations for process improvements to reduce complaints in the future
• Training Collaborate with training teams to educate staff on complaint-handling procedures and customer service best practices
• Customer Relations: Customer Satisfaction to ensure complaints are handled in a manner that aims to restore customer trust and satisfaction
• Escalation Management: Manage escalated or high-risk complaints, ensuring timely and appropriate resolution
• Response Times Ensure timely responses and adherence to company policies regarding maximum response and resolution times
• Risk Management: Identify complaints that could pose legal risks or financial liabilities and work with other teams to mitigate these
• Compensation Handling Ensure any compensatory actions (refunds, credits) are processed accurately and in line with company guidelines