Learner: Complaints Resolution Administrator
Seeking to employ candidates in a learnership programme in the Umhlanga, to be responsible for responding to and resolving client complaints timeously and efficiently.
Receive and acknowledge complaints received in writing via email, faxes and letters from clients, hello peter, other social network mediums, insurers, internal managers and business partners.
Handle telephonic complaints and complaints from walk-in customers.
Identify and determine if the correspondence is a query or complaint.
Re-direct queries to the relevant department for resolution.
Respond to the insurer or client within the agreed time frames.
Accurately update the complaints register upon receipt of complaint and update all information correctly.
Investigate the nature of the complaint and identify all aspects of the complaint prior to responding.
Refer complaints to the relevant internal manager for feedback and notify the manager of the response turnaround times.
Communicate with internal colleagues, business partners and relevant parties to obtain the required information in the investigation process.
Listen to sales, admin and claims telephonic recordings as part of the investigation process.
Responsible for responding to the complaint in line with the escalation process and the SLA turnaround days.
Ensure that communication to clients and partners meet the QA standards.
Responsible for responding appropriately and professionally to the relevant party.
Ensure that all correspondence is correctly attached to Cadi.
Ensure that all required comments are logged on Cadi correctly.
Inform the respective manager of identified trends with regards to queries and complaints and update the internal audit register.
Correctly maintain the complaints registers as per the agreed standards.
Timeous and complete reporting to management on complaints.
Receive and acknowledge summons or attorney correspondence and forward to insurer for resolution.
Assist in compiling the month end report for the relevant business partners prior to the deadline date.
Ensure that the principles of TCF (Treating Customers Fairly) are embodied in all complaints resolutions processes and practices.
Assist with investigation for the Ombudsman complaints.
Must have completed Matric