Job ID:


Job Sector:



South Africa




Constantia Kloof

Job Details


Job Purpose

  • Ensures that all new complaints are logged, and complaints reference numbers are created on Complaints Management Resolution System (CMRS).
  • Make sure all new complaints are allocated timeously to the complaint’s specialists.
  • Daily ensure that all the complaints on all CRC mailboxes are allocated.
  • Ensure that complaints are allocated evenly/equally among the complaint’s specialists.
  • Make sure that the contents of the complaint are read thoroughly so that it can be send to the correct specialists.
  • Ensure that when allocating complaints, the CRC Mailbox is copied for record keeping of all complaints received and allocated with a reference number.
  • Correct data to be loaded on CMRS so that the MIS report and dashboard have accurate information.
  • Call customers for clarity when not sure what the complaint is all about so that is allocated and resolved within the SLA.

Key Responsibilities/Accountabilities

  • All complaints to be allocated daily within the SLA.
  • Allocate complaints logged on/received on:
  • Embedded mailbox
  • SBIS Complaints mailbox
  • Insurance Executive mailbox
  • Hello peter complaints
  • Hello Peter response time
  • Hello Peter reviews acknowledgement on 100%
  • Social media complaints
  • SILOmbuds complaints mailbox

Financial Accountabilities:

  • Ensure timeous allocation of complaints to avoid escalations.
  • Executive complaints to be prioritised.

Customer Service:

  • Ensure timeous and accurate allocation of complaints.
  • Ensure process and procedures are in place to ensure compliance

Preferred Qualification and Experience


  • Grade 12 essential
  • Insurance qualification advantageous


  • 1 – 2 year Short Term Insurance experience
  • Customer 1st system
  • Understanding of the business process and procedures

Knowledge/Technical Skills/Expertise

  • Extensive computer skills
  • Decision making skills
  • Problem Solving & Critical Thinking
  • Time & Priority Management
  • Good Business letter writing
  • English Writing Fundamentals

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