Resolutions Administrator

at  MVIA

We seek a compassionate and detail-oriented Resolutions/Complaints Administrator to join our customer service team. The primary responsibility of this role is to handle the rejection of claims, effectively communicate this decision to clients, and provide comprehensive support to ensure clients understand their policies. The ideal candidate will demonstrate empathy, patience, and professionalism in managing client interactions, resolving issues, and maintaining a high standard of work under pressure. The goal is to review and understand all recorded disputes and complaints. To identify areas that need further investigation and implement proactive solutions to prevent similar problems from happening again.

• Client communication: Contact clients to inform them of claim rejections and outcomes, clearly explaining the reasons ensuring they understand the terms and conditions of their policy.
• Investigation and resolution: Ask relevant questions and thoroughly investigate claims by reviewing and analysing documentation and seek applicable solutions or resolutions that align with company policies and procedures.
• Ombudsman: Respond to Ombudsman (various: NFO, OSTI etc.) queries and complaints.
• Service level agreement: Complete all tasks within the designated service level agreement to ensure timely and efficient service delivery.
• Escalation management: Handle escalated cases or irate clients with composure, and escalating issues to the appropriate level when necessary.
• Quality and efficiency: Maintain a high-quality work output while managing multiple tasks and working under pressure.
• Recorded keeping: Accurately documenting all client interactions and investigations.
• Experience: 2-4 years’ experience in Complaints handling at a Financial Services institution (insurer, broker, bank etc.) required.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Empathy: Strong ability to empathize with clients and handle sensitive situations with care.
• Problem-Solving Skills: Analytical mindset with the ability to investigate and resolve complex issues effectively.
• Attention to Detail: High level of accuracy and attention to detail in reviewing documentation and processing information.
• Emotional Intelligence: Ability to remain calm and composed under pressure, managing challenging situations professionally.
• Technology Proficiency: Proficient in using customer service software, CRM systems, and other relevant technology.
• Team Player: Ability to work collaboratively with colleagues and contribute positively to the team environment
• Knowledge on the following Acts and legislation:

• Client communication: Contact clients to inform them of claim rejections and outcomes, clearly explaining the reasons ensuring they understand the terms and conditions of their policy.
• Investigation and resolution: Ask relevant questions and thoroughly investigate claims by reviewing and analysing documentation and seek applicable solutions or resolutions that align with company policies and procedures.
• Ombudsman: Respond to Ombudsman (various: NFO, OSTI etc.) queries and complaints.
• Service level agreement: Complete all tasks within the designated service level agreement to ensure timely and efficient service delivery.
• Escalation management: Handle escalated cases or irate clients with composure, and escalating issues to the appropriate level when necessary.
• Quality and efficiency: Maintain a high-quality work output while managing multiple tasks and working under pressure.
• Recorded keeping: Accurately documenting all client interactions and investigations.
• Experience: 2-4 years’ experience in Complaints handling at a Financial Services institution (insurer, broker, bank etc.) required.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Empathy: Strong ability to empathize with clients and handle sensitive situations with care.
• Problem-Solving Skills: Analytical mindset with the ability to investigate and resolve complex issues effectively.
• Attention to Detail: High level of accuracy and attention to detail in reviewing documentation and processing information.
• Emotional Intelligence: Ability to remain calm and composed under pressure, managing challenging situations professionally.
• Technology Proficiency: Proficient in using customer service software, CRM systems, and other relevant technology.
• Team Player: Ability to work collaboratively with colleagues and contribute positively to the team environment
• Knowledge on the following Acts and legislation