Complaints Resolution Specialist

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Date: 14-Oct-2021

Location: Johannesburg, Gauteng, South Africa

Company: Sanlam Group

What will you do?


Centriq has a position available for an Complaints Resolution Consultant,  who will be based in Johannesburg at Centriq’s offices in Illovo.


What will you do ?


To provide proactive complaints management services as well as complaints management advice and support to client servicing teams (mainly UMA and Brand Affinity Solutions BU’s) and Centriq’s business partners. Ensure that complaints management services developed by Centriq and/or its business partners are provided within the existing regulatory framework and in an efficient and value-adding manner.


Key Responsibilities:


  • Contribute toward the drafting, design and implementation of the Complaints Framework and Complaint Management Processes and Procedures to ensure alignment to the PPRs.
  • Provide Complaint resolution recommendations and technical support to Non Mandated Intermediaries and Underwriting Managing Agents.
  • Administer and management of Internal and Ombudsman complaints – manage the incoming and outgoing complaints.
  • Meeting with Ombudsman to resolve matters in dispute.
  • Maintain statistical information.
  • Analyse Monthly data and action root cause analyses on partners with high overturn ratios.
  • Bi-weekly meetings with partners to manage process and areas of concern.
  • Audits – Perform complaint specific technical and procedural audits for current underwriting managing agents and Non-Mandated Intermediary (Nationally)
  • Conducting a Due Diligence on any new potential partner.( Nationally)
  • Provide system training to all partners on current systems.
  • Assist IT with enhancements on systems to assist with the evolvement of the complaints framework.
  • Assist and provide guidance to partner service teams in the implementation of regulatory requirements internally and externally with business partners.
  • Develop corrective action for resolution of existing regulatory and compliance issues and provide general guidance to staff.
  • Assist client service teams and business partners to develop systems and processes in response to complaints management regulatory changes.
  • Proactively maintain and build relationships with regulators, clients and industry bodies.
  • Collect Monthly claims and complaints data to report to the following bodies :
    • FSCA
    • Conduct of Business Committee.
    • Complete and Report on Conduct of Business Quarterly Dashboards.
    • Monthly internal meetings.
    • Meetings with partners.
    • Completing the Conduct of Business Return Report (CBR).

Qualification and Experience




  • Post Matric legal qualification is required.
  • Minimum 3 years experience in the complaints environment.
  • Knowledge and experience in short-term and long-term insurance services. 
  • Must have a good working knowledge and be able to focus on the full complaints process. 


Having the following is an advantage:


  • Solutions orientation rather than technical rule based approach.
  • Interpretive abilities specifically with regard to complaints management related legislation and regulation.
  • Specific experience in an insurer outsourced environment working with the likes of Underwriting Managers and/or Non-Mandated Intermediaries with Binder Holder status would be a distinct advantage.



  • Subject Knowledge
  • Problem Solving/Analytical ability
  • Effectiveness
  • Innovation/Drive
  • Communication/Interpersonal skills
  • Client Service (Internal/External)
  • Ability to work well in a small team environment
  • Ability to work well with socially diverse individuals such as entrepreneurs, small business owners etc.

Our commitment to transformation


Centriq Insurance is a specialist Cell Captive insurance company operating in the Corporate Risk Finance, Alternative Distribution and Underwriting Management Agencies sectors. Centriq is a young, vibrant and innovative company with both a non-life and life cell captive license. We provide our business partners and insurance clients with the ability to participate in the risk and benefits related to their individual insurance business.


Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.


Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.


At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.