Job Description

The Customer Resolution Consultant's role is to enable the running of an effective complaints' management capability
The role is to manage complaints received through our first line complaints handling process. Complaints are received from various sources that include social media, email, telephone, CEO's office, regulatory bodies through the brokers office etc. These complaints must be handled in line with the complaints management policy and procedure to ensure effective handling of complaints and fair treatment to customers
Where a failure has been identified, improvement recommendations are required to be made to the relevant business area
In addition, root cause analysis will be required to be conducted, and learnings with the relevant stakeholders will be shared for implementation to continuously improve the way we operate
Assist in gathering and analysing user queries and feedback to ensure that products developed on external systems align with user needs, deliver value, and provide a positive user experience based on end-user preferences and requests.
This role will report directly to the Customer Resolution Manager and be involved in a variety of duties including:

• To ensure that Hollard is following best practice in terms of good governance related to the complaints process(s). Interact with the relevant business area(s) and be able to discuss and debate complex matters.
• Deal with complaints that are sent for decision review through level 1 sources
• To make improvement recommendations where there has been a failure on the part of Hollard
• To drive continuous improvement through root cause analysis and identification and tracking of learnings being implemented by business.
• To contribute to business operational efficiency by ensuring consistent decision-making across the relevant business area(s).
• Understanding and applying TCF principles when investigating and responding to complaints by paying due regard to the fair treatment of all our customers
• Handle escalated complaints with high priority (CEO & Social media and regulatory bodies).
• Drive the overall complaints TAT in Insure in line with FSCA and internal targets through effective collaboration with internal and external stakeholders
• Compile monthly reports, as well as adhoc reports, that meet regulatory reporting requirements requested by stakeholders internal and external
• Compliance review and adherence to regulations for complaints management
• Training of new users on the Respond system and the complaints management process internal & external, incl. brokers
• Providing technical support to internal and external users of the Respond system, incl. troubleshooting to resolve system issues
• Review requests for compensation payment on complaints and motivate to business to make such payments to customers
• Drive service recovery on all complaints
• Sign-off and compile final response letters for all complaints including complex complaint types
• Assist as required for Customer & Broker Experience ad-hoc requests and projects
• Attend monthly/ quarterly complaints meetings with stakeholders and provide qualitative and quantitative reporting
• Engage with business areas and stakeholders to discuss emerging trends with complaints to drive changes to improve customer and broker satisfaction and the overall customer and broker experience