Job Location : Gauteng, CenturionDeadline : June 13, 2025Quick Recommended Links
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- 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) essential
- Post-matric certificate or diploma advantageous
- 35 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 AVBOBs values: Teamwork, Service Excellence, Transparency, Honesty, and Integrity
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