Job Description

Under the supervision of the Department Head: Complaints, the Senior Clerk (B5) will be primarily responsible for investigating and resolving customer complaints related to insurance products and funeral services. The role also involves addressing complaints concerning member rewards and loan products. The role is pivotal in supporting the Group's customer experience objectives by ensuring compliance with prevailing regulations, the Group's policies, and the standard operating procedures of the Complaints Department. The ideal candidate will demonstrate a sound understanding of insurance offerings, along with familiarity with other AVBOB products and benefits, to ensure the fair, consistent, and efficient resolution of complaints for AVBOB members and policyholders.


Conduct thorough investigations into resolving customer complaints related to

insurance products , funeral services, member rewards program and loan products.

Address complaints registered through various channels (phone, email, online, etc.), and provide a written recommendation for resolution to the Department Head for review and considerations. Analyse registered customer complaints to identify the root cause, applying the relevant legislation (FAIS Act, PPR Act, upcoming COFI Act, etc.), prevailing regulations, policies of the Group and standard operating procedures of the Complaints Department. Maintain accurate and complete complaint records in the designated Complaint Management System (CMS). Document all aspects of the investigation process, maintaining accurate and complete records for potential future reference by the Ombudsman or other regulatory bodies. Communicate effectively with clients by explaining resolutions and complaint outcomes in a clear and professional manner, adhere to the Treating Customers Fairly (TCF) principles. Escalate complex unresolved complaints and systemic issues to the management of the Complaints Department for intervention and further investigation. Contribute to continuous improvement of the complaints handling process by identifying trends and recommending enhancements that can be implemented. Adhere to AVBOB policies and procedures regarding data security, confidentiality, and privacy as stipulated by the Protection of Personal Information Act (POPIA


3 to 5 years working experience extensive insurance experience 3 to 5 years working experience is an advantage and requirement and in a related role dealing with insurance related and funeral related complaints as well as client service queries. Proficiency in Microsoft Office suite (Word, Excel, Outlook). Knowledge of legislation and regulations governing long-term insurance industry is advantageous. Experience working with complaints resolution related to long-term insurance products and funeral policies is advantageous. Completion of relevant industry regulatory examinations is essential Proven capability to gather and analyze information for investigating customer complaint cases and solve problems effectively. Excellent communication (verbal and written) and interpersonal skills, with the ability to build rapport with clients. Self-driven with ability to work independently and manage multiple tasks simultaneously while meeting deadlines. Strong data analysis and reporting skills, with good attention to detail and accuracy. Ability to work effectively in a fast-paced and high-performance driven environment. * Living the AVBOB values of teamwork, service excellence, transparency, honesty and integrity