Internal Dispute Resolution Outcomes Consultant

at Job Search
Location Johannesburg, South Africa
Date Posted Feb 11, 2021
Category Administration Jobs
Job Type Full-time


Solutions Analysis
Reviewing a claims outcome and/or customer complaint. Taking into account
policy terms and conditions, ombudsman stances, legislation regulation etc to
determine the correct outcome for the external customers.

Customer Service
Responsibilities may include processing disputes, dealing with complex queries
and investigating and resolving customer disputes and complaints.
Act as first line mandated representative providing customer service and handle
customer disputes and liaise with the customer/customer's attorneys within the
given time frames provided by Management.
Ensure continuous communication on disputes referred from the applicable
platforms, either verbally or by written communication, within the prescribed

Needs Clarification
Ask relevant questions to evaluate the customer's level of understanding and to
identify and respond to areas requiring further information or explanation.

Operational Compliance
Ensure all work meets operational, technical and financial results and/ or targets
as and when required. Deliver on TCF principles in alignment with regulatory

Identify instances of non-compliance with the organization's policies and
procedures and/or relevant regulatory requirements, reporting these and
escalating issues as appropriate.

Client & Customer Management (Internal)
Build and maintain relevant relationships with internal departments to assist in
managing the customers complaints.

Personal Capability Building
Develop and maintain excellent procedural or technical skills by keeping up to
date knowledge of the Ombudsman and TIH Procedures and philosophies.

Develop own capabilities by participating in continuous professional
development and coaching; gain or maintain external professional accreditation
where relevant to improve performance and fulfill personal potential. Maintain an
understanding of relevant legislation, external regulation, and industry best
practices through ongoing education.
General Education
Grade 12/ SAQA Accredited Equivalent (Essential);
Relevant 3 year Business related degree / diploma (Advantageous);
STI Qualification (Advantageous);
RE compliant (Advantageous);
FAIS compliant (Advantageous)

General Experience
3 or more years’ experience in an insurance and claims environment (Essential);
Dispute resolution experience (Advantageous);
Legal background within an insurance industry (Advantageous);
Online reputation management experience (Advantageous)

SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and
its subsidiaries with certified evidence that their qualification(s) meet the
equivalent NQF level required for this role at time of application. As a registered
Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this
role, you consent to having your relevant qualification and or accreditation or
confirm that you are working towards meeting the competency requirements.
You further consent to the relevant information being verified.

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