Senior Clerk: Complaints Handling/Resolution (Micro Lending)

at  AVBOB

Senior Clerk is responsible for investigating and resolving insurance-related complaints in a timely and efficient manner. The ideal candidate will possess a strong understanding of micro-lending practices and regulations to ensure fair and compliant resolutions for clients. This role is crucial for delivery of the Group’s customer experience objectives through upholding the prevailing regulations, policies of the Group and standard operating procedures of the Complaints Department.

• Conduct thorough investigations into insurance and AVBOB loan-related complaints. Review micro-lending and insurance policy documents and applications when handling complaints registered through various channels (phone, email, online, etc.), and provide a detailed, written recommendation for resolution to the Department Head.
• Analyse complex insurance issues, applying relevant legislation (including but not limited to the FAIS Act, the upcoming COFI Act, the PPR Act, the National Credit Act, and micro-lending regulations).
• Apply strong analytical and problem-solving skills to identify the root cause of complaints.
• Maintain accurate and complete complaint records within the designated Complaint Management System (CMS).
• Document all aspects of the investigation process, maintaining accurate and complete records for potential future reference by the Ombudsman or other regulatory bodies.
• Communicate effectively with clients by explaining resolutions and complaint outcomes in a clear and professional manner, adhere to the Treating Customers Fairly (TCF) principles.
• Escalate complex unresolved complaints and systemic issues to the management of the Complaints Department for intervention and further investigation.
• Contribute to continuous improvement of the complaints handling process by identifying trends and recommending enhancements that can be implemented.
• Adhere to AVBOB policies and procedures regarding data security, confidentiality, and privacy as stipulated by the Protection of Personal Information Act (POPIA
• Matric / Grade 12
• Minimum 3 to 5 years working experience in related fields micro-lending products, customer service, insurance claims processing or complaints investigations. Extensive in micro-lending products, benefits knowledge, experience, and understanding is a preferred requirement.
• Proficiency in Microsoft Office suite (Word, Excel, Outlook).
• Knowledge of legislation and regulations governing the long-term insurance industry is advantageous.
• Strong attention to detail and accuracy.
• Excellent knowledge of relevant legislation and regulations governing the insurance/ microlending industry.
• Proven capability to research, analyse information, and solve problems effectively.
• Excellent communication (verbal and written) and interpersonal skills, with the ability to build rapport with clients.
• Self-driven with ability to work independently and manage multiple tasks simultaneously while meeting deadlines.
• Strong data analysis and reporting skills, with good attention to detail and accuracy.
• Ability to work effectively in a fast-paced and high-performance driven environment.
• Living the AVBOB values of teamwork, service excellence, transparency, honesty and integrity

• Conduct thorough investigations into insurance and AVBOB loan-related complaints. Review micro-lending and insurance policy documents and applications when handling complaints registered through various channels (phone, email, online, etc.), and provide a detailed, written recommendation for resolution to the Department Head.
• Analyse complex insurance issues, applying relevant legislation (including but not limited to the FAIS Act, the upcoming COFI Act, the PPR Act, the National Credit Act, and micro-lending regulations).
• Apply strong analytical and problem-solving skills to identify the root cause of complaints.
• Maintain accurate and complete complaint records within the designated Complaint Management System (CMS).
• Document all aspects of the investigation process, maintaining accurate and complete records for potential future reference by the Ombudsman or other regulatory bodies.
• Communicate effectively with clients by explaining resolutions and complaint outcomes in a clear and professional manner, adhere to the Treating Customers Fairly (TCF) principles.
• Escalate complex unresolved complaints and systemic issues to the management of the Complaints Department for intervention and further investigation.
• Contribute to continuous improvement of the complaints handling process by identifying trends and recommending enhancements that can be implemented.
• Adhere to AVBOB policies and procedures regarding data security, confidentiality, and privacy as stipulated by the Protection of Personal Information Act (POPIA
• Matric / Grade 12
• Minimum 3 to 5 years working experience in related fields micro-lending products, customer service, insurance claims processing or complaints investigations. Extensive in micro-lending products, benefits knowledge, experience, and understanding is a preferred requirement.
• Proficiency in Microsoft Office suite (Word, Excel, Outlook).
• Knowledge of legislation and regulations governing the long-term insurance industry is advantageous.
• Strong attention to detail and accuracy.
• Excellent knowledge of relevant legislation and regulations governing the insurance/ microlending industry.
• Proven capability to research, analyse information, and solve problems effectively.
• Excellent communication (verbal and written) and interpersonal skills, with the ability to build rapport with clients.
• Self-driven with ability to work independently and manage multiple tasks simultaneously while meeting deadlines.
• Strong data analysis and reporting skills, with good attention to detail and accuracy.
• Ability to work effectively in a fast-paced and high-performance driven environment.
• Living the AVBOB values of teamwork, service excellence, transparency, honesty and integrit