Consultant Ombudsman Complaints (AIC) (PP)

Job # 1335204/29613: Consultant Ombudsman Complaints (AIC) (PP) Per Month CTC Neg Johannesburg, South Africa (Gauteng) Permanent skilled level position at Absa in the Financial industry. Posted by Absa on 09/12/2011
PURPOSE OF THE JOB Responsible for handling complex complaints received by the Client Services Department at the Insurance Services from the Ombudsman in an efficient, effective and consistent manner. The individual will also be involved in the analysis of, and learning from complaints, in order to improve controls, where appropriate, and reduce the frequency and impact of poor service. Critical to success is building relationships with the various Ombudsmen for speedy resolution of complaints. RESPONSIBILITIES Act as the point of entry for the escalation of Ombudsman complaints related to products and services Liaise with various General Managers and Line management Negotiate appropriate resolution with the operational area and refer the matter to the Complaints Resolution Committee Draft detailed and substantiated responses and ensure that they are submitted to the Ombudsman within the agreed turnaround time and as per the complaints policy Identify root causes and ensure that they are addressed with the relevant parties Ensure that time lines are strictly adhered to as per the complaints policy and that stakeholders are continuously informed on the progress Maintain a high level of professionalism during liaisons involving complaints resolution and confirm these in writing Establish and maintain relationships with the Group Customer Experience Ombudsman liaison and ensure that complaints escalated from this source are dealt with timeously and professionally Establish and maintain relationships with the Ombudsman for Short Term Insurance (OSTI), the assistant and the deputy Ombudsmen from the OSTI office Hold regular meetings and discussions with the OSTI office to reach agreement on complaints logged Establish and maintain relationships with the line management of various operational areas and product clusters for the resolution of complaints and the coordination of service improvement strategies to close the loop on identified problems Build cooperative and mutually beneficial relationships with Brokers and other SBUs for efficient and timeous complaint resolution Accurately log complaints on the complaints management Retain comprehensive copies of correspondence in the appropriate electronic folders Attend bi-weekly meetings with Customer Services Manager to discuss progress of complaints and outcomes of the root cause analysis Attend and support the weekly Complaint Resolution Committee (CRC) meeting Attend weekly progress meeting with the Customer Experience team Attend ad hoc meetings as requested by the Client Services manager COMPETENCIES Deciding and initiating action Working with people Relating and networking Persuading and influencing Applying expertise and technology Analysing Delivering results and meeting customer expectations Coping with pressure and setbacks MINIMUM REQUIREMENTS B Degree in Law or equivalent NQF level 6 qualification Five (5) years experience within an Insurance Industry, dealings with legal and ombudsman related matters Two (2) years Supervisory or Managerial experience Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet No criminal record PREFERRED REQUIREMENTS Intermediary Certificate in Business Studies (ICIBS) or equivalent NQF level 5 qualification Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status GENERAL The appointment will be made in line with the Divisional Employment Equity strategy The ideal candidate will have the following competencies: Ability act as the point of entry for the escalation of Ombudsman complaints related to products and services liaise with various General Managers and Line management root causes and ensure that they are addressed with the relevant parties negotiate appropriate resolution with the operational area and refer the matter to the Complaints Resolution Committee establish and maintain relationships with the Group Customer Experience Ombudsman liaison maintain a high level of professionalism during liaisons involving complaints resolution and confirm these in writing accurately log complaints on the complaints management establish and maintain relationships with the Ombudsman for Short Term Insurance (OSTI), the assistant and the deputy Ombudsmen from the OSTI office retain comprehensive copies of correspondence in the appropriate electronic folders attend and support the weekly Complaint Resolution Committee (CRC) meeting Experience relationship management brand management report writing Knowledge conflict handling industry standards, technology trends and best practices At Absa, we are committed to creating a workplace which provides an opportunity for all employees and potential employees to fully optimise their potential by working for an Employer of Choice. Absa is continually searching for talented individuals to join our team and would like to invite you to apply for vacancies listed on our site that match your skills, qualifications and ambitions.
Apply online before 22/12/2011. Please note that Recruiters may delete or expire jobs at any time.