Job Description

We are looking for a Senior Clerk: Complaints (B5) to join our dynamic team. This role is crucial in enhancing the Group's 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) - essential Post-matric certificate or diploma - advantageous 3-5 years of relevant insurance and complaints handling experience Strong working knowledge of long-term insurance products Completion of relevant regulatory exams - essential Proficiency in Microsoft Office (Word, Excel, Outlook) Strong analytical and problem-solving skills Excellent communication and interpersonal abilities Detail-oriented with strong reporting skills Ability to manage multiple tasks and meet deadlines High emotional intelligence and professionalism under pressure Commitment to AVBOB's values: Teamwork, Service Excellence, Transparency, Honesty, and Integrity






Equity 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."