Junior Ombudsman & Complaints Specialist Short Term Insurance

Job description

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary 3 to 5 years' experience within Short-Term Insurance. Minimum 2 years' experience handling complaints, disputes, escalations, claims administration, or customer resolutions. Experience dealing with Ombudsman matters, regulatory complaints, or customer dispute management will be advantageous. Sound knowledge of policy administration and claims processes.We are seeking a detail-oriented and customer-focused Junior Specialist: Insurance Complaints Resolution to join our Short-Term Insurance team. This role is responsible for investigating, managing, and resolving customer complaints fairly, efficiently, and in accordance with regulatory requirements, internal policies, and Treating Customers Fairly (TCF) principles. The successful candidate will act as a key liaison between customers, internal stakeholders, and service providers to ensure prompt and equitable complaint resolution while identifying opportunities to improve customer experience and operational processes.Matric / Grade 12 (Essential) Relevant NQF Level 5 or higher qualification in: Insurance Business Management Law Risk Management Customer Service or related field (Preferred) RE5 Qualification (Advantageous) FAIS-related qualifications will be beneficial. Job Description Receipt of complaints: Receive clients query/complaint against via email, telephone, Actionline or any other complaints logging channels. Advise accordingly and appropriately. | Capturing and assigning complaints: Log the query/complaint on the Complaints Management System, according to acceptable standards, and load all appropriate customer information received via fax, email and/or verbally. | Facilitation of Complaints process: Draw reports from complaints management system and manage exception reports on a daily and filter relevant information, address outstanding and/or unresolved information. | Compile reports: Compile reports on all complaints received and on customer satisfaction. Plan and manage timelines to ensure that complaints logged are attended to within the agreed process and SLA requirements Investigate, manage, and resolve customer complaints within agreed service level agreements. Analyse complaint trends, root causes, and emerging risks. Engage with internal departments to gather information and facilitate resolutions. Ensure complaint handling complies with: FAIS requirements POPIA Treating Customers Fairly (TCF) principles Internal governance standards Prepare professional written responses for customers, regulators, and escalated stakeholders. Maintain accurate complaint records and case management documentation. Assist with Ombudsman and regulatory complaint submissions and responses. Identify opportunities to improve customer outcomes and operational effectiveness. Escalate high-risk, complex, or potentially reputational complaints appropriately. Produce complaint-related reports and management information as required. Contribute to continuous improvement initiatives and customer experience enhancement projects. Education Higher Diplomas: Business, Commerce and Management Studies (Required) Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised