Job Description

Closing Date 2026/03/31
Reference Number MMH251121-8
Job Title Talent Pool : Escalations Specialist
Position Type Permanent
Cluster Momentum Health
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Centurion
Introduction
Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.
Role Purpose
The successful incumbent will be responsible for providing prompt and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.
Requirements
QUALIFICATIONS

• Matric or equivalent (Essential).
• Business related qualification (Desirable).

• Relevant product training (Essential).
• FAIS related qualification (Desirable).

EXPERIENCE

• 3-5 years experience in a related role dealing with complaints or client service queries.
• Experience in the insurance industry.

KNOWLEDGE

• Relevant systems and processes (Essential).
• Complaints management framework, procedures and processes.
• Business products and associated rules.
• Relevant legislation.
• Compliance and risk mitigation.
• Technical knowledge of processes and legislation.
• In depth knowledge of the products in the business.
• Computer Literacy - MS Office: Work, Excel, Outlook and other business-specific software.

Duties & Responsibilities
INTERNAL PROCESS

• Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.
• Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.
• Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
• Communicate progress and resolution to clients in accordance with agreed standards and practices.
• Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
• Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
• Escalate complaints unable to be resolved to the relevant stakeholders to collectively reach conclusion.
• Provide input and make recommendations to complaints framework and approach to enhance client experience.
• Act as key contact to client to ensure complaints are resolved and client relationship is maintained aligned with desired client experience.
• Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.
• Ensure accurate record keeping and enable reporting through data management.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to all relevant legislative / compliance requirements.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Provide authoritative, expertise and information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

• Written and verbal communication
• Problem solving
• Action-oriented
• Detail-oriented
• Collaboration and teamwork
• Time management
• Negotiation
• Influence
• Planning
• Display initiative
• Work independently
• Interpersonal
• Active listening
• Empathy

Policy
We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Skills Required