Client Complaints Specialist

SUMMARY:
An exciting opportunity has opened for a dynamic, detail-oriented Client Complaints Specialist to join a leading financial institution’s insurance cluster in Johannesburg.

POSITION INFO:

Are you passionate about resolving client issues and turning challenges into service excellence?
An exciting opportunity has opened for a dynamic, detail-oriented Client Complaints Specialist to join a leading financial institution’s insurance cluster in Johannesburg. This role is key to ensuring that client complaints are not only resolved efficiently but also lead to meaningful improvements across the business.

The successful candidate will play a vital role in logging, investigating, and responding to client complaints in line with business strategy, while ensuring compliance with regulations and maintaining the highest standard of client care.

Key Duties:

• Log and manage all client complaints within turnaround standards.
• Investigate complex queries and provide appropriate resolutions.
• Liaise with internal teams and external vendors to resolve issues efficiently.
• Identify trends and recommend improvements to systems, processes, and policies.
• Ensure compliance with regulatory requirements and internal governance.
• Produce timely reports and dashboards for stakeholder feedback.
• Lead monthly complaint resolution committee meetings.
• Communicate with clients to obtain accurate data and maintain database integrity.
• Contribute to business strategy and transformation initiatives.

Requirements:

• A relevant advanced diploma or degree.
• Minimum 3 years’ experience in complaints handling within the insurance sector.
• Proven knowledge of short-term insurance processes.
• Strong proficiency in MS Office and data analysis tools.
• Ability to work under pressure and manage high volumes of queries.
• Agile, self-managed, and highly organised.
• Excellent communication and stakeholder management skills.
• Familiarity with governance, regulatory compliance, and risk controls

EE Disclaimer:
All positions will be filled in accordance with the company''''s Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.