Job Description<\/p>\n
\tThe Complaints Resolution Specialist shall provide expert support in resolving customer complaints and investment\u2011related queries, with the objective of restoring, improving, and maintaining consistent customer satisfaction.
\n\tThe Specialist shall ensure that all complaints\u2011handling processes are strictly adhered to in accordance with applicable financial regulations, statutory requirements, and internal policies.
\n\tThe Specialist shall be accountable for delivering accurate, transparent, and timely resolutions that safeguard customer interests, uphold regulatory standards, and enhance the overall customer experience.<\/p>\n
Qualifications<\/p>\n
\tType of Qualification: NQF Level 6<\/p>\n
Experience Required<\/p>\n
Operations Control<\/p>\n
\tOperations
\n\t5-7 years
\n\tExperience in a client facing service environment, (Call Centre, Branch and OSS).
\n\tUnderstands the client distribution network, service processes, product and systems: Ombudsman terms of reference, legislation and its application.<\/p>\n
Additional Information<\/p>\n
Core Competencies<\/p>\n
\tInvestment Value Understanding:
\n\tDemonstrates practical knowledge of simple vs.compound interest when explaining investment performance.<\/p>\n
Market Movements & Impact:<\/p>\n
\tUnderstands how volatility and economic conditions affect investment values and communicates these confidently.<\/p>\n
Numeracy Skills:<\/p>\n
\tApplies strong numeracy and financial interpretation skills with accuracy and attention to detail.<\/p>\n
Policy Value Calculations:<\/p>\n
\tExperienced in calculating and validating policy and investment values using both manual and system methods.<\/p>\n
Simplifying Technical Information:<\/p>\n
\tExplains complex investment concepts and product features in clear, customer\u2011friendly language.<\/p>\n
Complaint Handling:<\/p>\n
\tResolves customer complaints on investment value declines and premium reviews with professionalism, empathy, and structured problem\u2011solving.<\/p>\n
Technical & Specialist Knowledge:<\/p>\n
\tMaintains extensive investment product expertise; applies research tools and frameworks to support sound decisions.<\/p>\n
Governance & Compliance:<\/p>\n
\tEnsures adherence to governance, regulatory, and compliance requirements; identifies, mitigates, and escalates risks appropriately<\/p>\n
Behavioural Competencies<\/p>\n
\tArticulate information
\n\tTechnical Competency :
\n\tComplaints Resolution<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.liberty.co.za\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Liberty Group South Africa","_company_website":"http:\/\/www.liberty.co.za\/","_company_tagline":"At Liberty we believe that when knowledge rolls up its sleeves, people\u2019s realities change. And that\u2019s what we do; we change realities every day. Since 1957 we\u2019ve grown from being a South African life insurer to a Pan-African financial services company, offering asset management, investment, in... read moresurance and health products. Our thirst for knowledge is embodied by a group of outstanding people who give our clients the tools and advice needed to achieve success. Braamfontein, Gauteng","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-35161","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/35161","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=35161"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=35161"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=35161"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}