Senior Clerk: Complaints Investigator

at  AVBOB

You will be working for a company that is over 100 years old with strong values, which are customer centric. In return for your services, you will be paid a competitive package, which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

• Addressing all complaints, particularly those related to AVBOB insurance policies, including issues with declined claims, policy services, and matters relevant to the Ombudsman.
• Conducting thorough investigations into each complaint, utilising available resources and collaborating with relevant departments to gather necessary information for resolution.
• Applying problem-solving skills to resolve complaints efficiently and effectively and ensuring adherence to departmental guidelines and procedures as well as those mandated by the AVBOB Complaints Management framework.
• Maintaining accurate and detailed records of all complaints received.
• Stay updated on industry regulations and best practices related to complaints management, incorporating relevant changes into AVBOB’s procedures to ensure compliance and continuous improvement.
• Communicate effectively with stakeholders to ensure timely resolution of complaints.
• Demonstrating flexibility and adaptability in undertaking various project tasks and assignments as per departmental operational needs.
• Grade 12/ Matric
• Sound knowledge of Insurance experience will be an advantage
• Sound Knowledge of TCF/FSCA and other legislative requirements
• 3 years extensive insurance experience
• 3 years investigation experience is an advantage and requirement and in a related role dealing with complaints or client service queries
• Strong and proven track record of insurance products and investigation experience is an advantage
• Proven track record with relevant regulatory requirements and industry standards governing complaint resolution processes in the insurance sector.
• Completion of relevant industry regulatory examinations is essential
• Demonstrated ability to actively listen to customer concerns, assess their needs, and provide appropriate solutions or assistance.
• Exceptional interpersonal and communication skills, both written and verbal, with the ability to interact professionally and empathetically with policyholders.
• Proficiency in using complaint management systems, and Microsoft Office applications (Word, Excel, Outlook).
• Strong organizational and problem-solving skills
• Excellent communication and interpersonal abilities.
• Ability to work effectively both independently and as part of a teamSound knowledge of FAIS Legislation/ Long term insurance principles/ Complaint Management Framework procedures and processes
• Excellent Business Communication Skills: (should have strong writing, verbal, and listening skills.)
• Proficiency in MS Office Applications.
• Client Service Orientation: expertise in handling complaints and be client oriented.
• Team Player: possess the ability to fit in and function within a team.
• Initiative: Ability to independently show initiative.
• Ability to work under pressure and still be effective.
• Effective planning and time management skills.
• Ability to pay attention to detail - Analytical, Problem-Solving, and Decision-Making skills
• Fair Assessment: Must be able to evaluate every case/ situation according to merit.
• Self-motivated with a strong work ethic

Please refer the Job description for details