Compliance and Complaints Specialist (PPS Mutual) (Fixed Term Contract)

at  PPS Recruitment

JOB ADVERT SUMMARY

A specialist role reporting to the Executive: Operations and Systems in the PPS Mutual area. The main focus of the Compliance and Complaints Specialist role acts as the point of contact for all compliance and complaint issues arising within the PPS Mutual South African Operations team servicing PPS Mutual locally and from Australia. As a Compliance and Complaints Specialist sitting within the PPS Mutual Operations team, you will use your knowledge and expertise in compliance issues and complaint handling, as well as Australian regulatory requirements, to help PPS Mutual operations achieve its goals and to ensure our members and policyholders are treated fairly in all circumstances. You will be responsible for helping us deliver fair and reasonable customer outcomes.
This role requires an individual who is highly focused, energetic, responsible and willing to work non-standard business hours, which will entail shift work ( 3am – 11am, 4am -12 am) and required to have own transport.

QUALIFICATION:

• Matric.
• 4 year Bachelor’s Degree in Legal and/or business related studies or equivalent.
• Honours Degree will be advantageous.

KNOWLEDGE & EXPERIENCE:

• Minimum 4 – 6 years’ experience in compliance and/or disputes role (AFSL and/or ACL experience preferred).
• 2-3 years escalation management.
• Proven experience (minimum 4 - 6 years) of handling general insurance complaints, ideally across a broad range of products.
• Long term financial services product knowledge.
• Knowledge of regulatory bodies and guidelines such as APRA, ASIC, AOIC, AUSTRAC, ACMA.
• Experience in producing and submissions of reports.
• Proven Insights and trend analysis experience.
• Strong written and verbal communication skills, with the ability to build relationships and influence stakeholders.
• Self-motivated with the ability to manage workloads independently.
• Strong problem-solving skills and ability to identify risk areas and solutions.
• Ability to apply critical and analytical thinking and conduct in depth root cause analysis.

INTERPERSONAL AND INTRAPERSONAL SKILLS:

• Sense of urgency and highly accountable.
• Problem solving.
• Conflict resolution skills.
• Excellent relationship building skills.Attention to detail and high levels of accuracy.
• Highly organised.
• Energetic and enthusiastic.
• Self-motivated.
• Good communicator.
• Team player.
• Ability to work under pressure.

• Investigate and resolve complaints through phone and written communication in a timely and empathetic manner.
• Managing escalated complaints and ensuring strict deadlines are met.
• Prepare and submit complaint reports monthly.
• Assist in developing compliance and complaints handling processes and provide advice on regulatory matters.
• Manage relationships and liaise with internal and external stakeholders across departmental and cross country with PPS Mutual and NobleOak in Australia to ensure delivery of appropriate customer outcomes.
• Monitor and improve compliance processes, ensuring adherence to regulatory obligations within the call centre and operations.
• Prepare and check data for internal admin and compliance reporting.
• Maintain up to date complaint registers and complete all internal and external reporting (e.g. ASIC, AFCA) within the PPS Mutual Compliance Framework.
• Advise on incidents and breaches, offering solutions for remediation.
• Provide root-cause feedback to internal and external stakeholders, to ensure continuous business improvement is achieved.
• Analyse and provide guidance on regulatory obligations, ensuring compliance with APRA, ASIC, OAIC, AUSTRAC, FSC, and other regulatory bodies.
• Offer comprehensive guidance for compliance with evolving regulatory requirements.