Job Description

We are looking for a Senior Clerk: Complaints (B5) to join our dynamic team. This role is crucial in enhancing the Groups customer experience through effective complaint resolution and regulatory compliance.You will be working for a company that is over 100 years old with strong values. In return for your services, you will be paid a competitive remuneration package. You will be working for an organization that values employee development and rewards excellent performance.Investigate and resolve complaints received via phone, email, and online channels.Apply legislation such as the FAIS Act, PPR, and the upcoming COFI Act during complaint resolution.Maintain detailed records on the Complaint Management System (CMS).Prepare written resolutions for review by the Department Head.Communicate decisions clearly while upholding the Treating Customers Fairly (TCF) principles.Escalate unresolved or systemic issues to management.Identify complaint trends and recommend process improvements.Comply with POPIA and all AVBOB data security and confidentiality policies.Matric (NQF Level 4) essentialPost-matric certificate or diploma advantageous35 years of relevant insurance and complaints handling experienceStrong working knowledge of long-term insurance productsCompletion of relevant regulatory exams essentialProficiency in Microsoft Office (Word, Excel, Outlook)Strong analytical and problem-solving skillsExcellent communication and interpersonal abilitiesDetail-oriented with strong reporting skillsAbility to manage multiple tasks and meet deadlinesHigh emotional intelligence and professionalism under pressureCommitment to AVBOBs values: Teamwork, Service Excellence, Transparency, Honesty, and IntegrityEquity Statement: We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Preference will be given to suitably qualified individuals from previously disadvantaged groups in South Africa.

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