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Job Details
Clerk: Complaints (Insurance) |
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Location: Menlyn | Salary / Range: R13000 | Posted On: May 16, 2017
Key Skills :
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Qualification :
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Job Function : Permanent
Vacancy :
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Position: Permanent
Job Description:

Clerk: Complaints

Location: Menlyn, South Africa

Salary: R13 000 p.m


Our client in the Insurance industry is looking for a Clerk Complaints to register, administrate and communicate on complaints according to the company’s Complaint Resolution Policy and Procedure


Key responsibilities


  1.  Attend to Dispute Resolution (TCF)
    • Provide administrative support for the effective handling and processing complaints, with the quality of complaints handled being maintained in accordance with client and compliance requirements
    • Use the centralized complaints system accurately to effectively capture information for many purposes including monitoring and improvement purposes
    • Prioritize workflow/tasks to ensure a reliable service to complainants is maintained at all times and that complaints are addressed within the turnaround standard
    • Carry out investigations necessary to resolve noncomplex complaints to provide resolution. Use judgement to consider complaints objectively on behalf of the company and the complainant
    • Refer complex complaints to complaints administrators or manager and complaints committee for resolution (including communicating to the complainant)  Maintain accurate records regarding all complaints including the logging, re-direction and referral of correspondence as appropriate
    • Accurately draft and send standard correspondence to complainants including communication on acknowledgement, progress and final resolution of complaints 
    • Handle all follow up enquiries and administration in an effective and efficient manner with a high attention to detail
    • Monitor and track complaints cases to identify blockers to the achievement of targets and quality review all complaint outcome letters before dispatch. Report deviations to the complaints manager
    • Ensure all outcomes given to our complainants are fair and follow our regulatory guidelines  Liaise with complainants, institutions, managers and staff for the efficient resolution of client complaints. Deliver a superior client service at all times by building relationships based on trust and integrity
    • Listen to complainants, understanding their needs and working with them to address their concerns and agree the appropriate solution
    • Contribute to the continuous development of the team's operational functions, systems and services
    • Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities





  • Matric
  • Knowledge in complaints resolution
  • 2 Years’ Experience in the Insurance Industry
  • LTIA, FAIS, FICA (not limited)


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