Job Description

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Responsible for managing escalated complaints and negative sentiment cases by processing resolutions accurately and empathetically. The Specialist ensures clients receive timely, transparent, and effective recovery interventions while feeding back learnings to improve service.

Requirements

Matric/NQF Level 4
Certificate in CX Principles and FAIS advantageous
3-5 years' client service experience in insurance/financial services
Knowledge of insurance products and Insurance Legislation, POPIA, TCF Compliance, Pension Funds Act, Income Tax Act
Metropolitan product knowledge in terms of claims, and policy servicing, policy benefits, exclusions and legislative requirements
Working knowledge and experience of all operating in-house systems including OIPA Platform
Experience with digital servicing tools (social media, WhatsApp, chatbot platforms,)
Exposure to VOC tools (NPS, CSAT) and speech analytics are advantageous

Duties & Responsibilities

Investigate and resolve escalated complaints across all channels, ensuring outcomes are fair, transparent, and empathetic.
Processing of all centralized service transaction types across product lines.
Managing OIPA outliers and exceptions, failed journeys, and high-complexity escalations while ensuring positive CX outcomes with emotional intelligence.
Delivery of service recovery, including processing client requests (claims, adjustments, escalations) when required.
Manage and resolve Level 1 chatbot complaints, escalating systemic issues for resolution.
Assist with identified projects.
Provide input to ISS team to enhance service processes on OIPA.
Monitor and intervene in speech analytics-flagged complaints, ensuring early action before escalation.
Responding to social media and WhatsApp queries promptly and professionally, safeguarding brand reputation.
Apply CX principles to turn negative sentiment into positive outcomes, building client trust and loyalty.
Builds and maintains strong relationships with clients, internal teams, and external stakeholders to foster trust and satisfaction.
Delivers on service level agreements while driving the adoption of digital channels and ensuring client expectations are met effectively.
Maintain accurate records in complaints registers, ensuring compliance and risk mitigation.

Competencies

Skilled in complaint handling and recovery communication across all products and services
Digital engagement (chatbots, WhatsApp, social media, CRM tools)
Strong process knowledge to ensure accurate transaction processing
Speech analytics monitoring and insights
Plain-language communication (verbal & written)
Ability to empathize and de-escalate client frustrations effectively
Detail-oriented, ensuring accurate logging and resolution of cases
Collaborative mindset, escalating insights to the Seniors and the Team Lead for service improvements


Behavioural Competencies



Client-First Mindset - prioritizes client needs in all actions
Empathy & Emotional Intelligence - builds trust through care and understanding
Accountability - owns outcomes and follows through
Analytical Thinking - translates data into actionable insights
Agility - adapts quickly to evolving tools, processes, and client needs
* Proactive Problem-Solving - prevents issues before escalation