Job Purpose:
Management of Regulatory complaints end-to-end.
Be the voice of the customer.
Lodge and record all Regulatory complaints on the CMS system.
Identify client needs and resolve regulatory complaints within agreed and prescribed SLA's.
Draft complaint responses and communicate decisions to intermediaries, management, clients, Ombudsman, FSCA, media, attorneys etc.
Build and maintain effective internal / external relationships by organizing workshops; discussion forums and keeping the team updated on changes in the department or new requirements from the Regulatory bodies.
Respond timeously to the Ombudsman to avoid penalties by resolving complaints in the prescribed time.
Ensure recommendations made by the Ombudsman are conveyed to the appropriate Business Units by forwarding recommendations and discussing with the Business Unit Manager.
Manage complaints taking all TCF principles into account as well as business requirements.
Investigation of complaints for all Nedbank Insurance products, policy services, service providers and sales channels.
Keep abreast of legislation and other industry changes that impacts on the role by reading the relevant newsletters; websites and attending sessions.
Ensure quality in the investigation, communication and resolution of complaints.
Demonstrate effective stakeholder engagement maintaining and improving relationships with all stakeholders, both internally and externally, as well as within the Complaints Team.
Conduct effective complaints root cause analysis to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
Ensure report / dashboards are produced timeously via monthly feedback to internal stakeholders.
Identify trends on types of complaints received and update the complaints system accurately.
Compliance with the Complaints Framework and required process for effective queue management.
Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan.
Contribute to a culture conducive to the achievement of transformation goals by participating in the company's culture building initiatives (e.g. staff surveys etc)
Participate and support corporate responsibility initiatives for the achievement of business strategy.
Qualifications:
Matric / Grade 12 / National Senior Certificate
Advanced Diplomas/National 1st Degrees
Admitted Attorney.
Legal Degree
High Certificate in Short Term Insurance
High Certificate in Financial Products (Long-Term Insurance)
Experience:
Minimum 5 years experience as a Legal Practitioner or Regulatory Complaints Specialist in the Insurance / Financial Services sector with a focus on dispute resolution.
Regulatory complaints handling.
Technical / Professional Knowledge:
Financial Accounting Principles
Performance management
Relevant legislative & regulatory knowledge
Governance, risk and controls
Management information and reporting principles, tools and mechanisms
Communication Strategies
Client Service Management
Operations planning
Dispute resolution practices
Legal knowledge
Behavioural Competencies:
Aligning Performance for Success
Influencing
Guiding Team Success
Building Partnerships
Earning Trust
Continuous Learning
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