Complaints Administrator– Core Business

Position Details

• Job Title:
  
  Complaints Administrator – Core Business
• Department: FSP – Core Business
• Reports To:
  
  Business Administrations Manager
• Location:
  
  Durban
• Employment Type:
  
  Full-time

The Complaints Administrator will be responsible for providing comprehensive administrative support to potential and existing Icebolethu FSP clients. The role requires exceptional organisational skills, client care experience, and experience with Easipol and CRM systems. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently, and ability to resolve client dispute.

3.1 Complaints Intake & Logging

• Receive complaints via walk‑ins, email, phone, branch submissions, Whats App, or social media escalations.
• Capture all complaints accurately into the complaints management system (CRM, Excel, or in‑house platform).
• Assign complaint reference numbers and ensure data completeness (client details, nature of complaint, department involved, branch, time frames).
• Acknowledge receipt of the complaint to the client within required timelines.

3.2 Complaint Categorisation & Distribution

• Categorise complaints accurately (Service, FAIS/FSP, Claims, Burial Services, Catering, Tombstone, Transport, Policy servicing, Staff conduct, Supplier‑related).
• Allocate complaints to the correct responsible department or branch.
• Support the Complaints Manager in prioritising urgent, high‑risk, or sensitive complaints (e.g., delays in burial services, claims disputes, policy lapses affecting funerals).

3.3 Resolution Coordination

• Follow up with branches, service departments, or suppliers to obtain updates, supporting documents, or corrective actions.
• Track progress of each complaint until final resolution.
• Escalate unresolved or overdue complaints to the Complaints Manager.
• Schedule meetings with relevant departments to fast‑track chronic complaints.
• Ensure that all required internal documentation is completed (investigation forms, service reports, supporting evidence).

3.4 Client Communication & Feedback

• Communicate complaint progress updates to clients clearly, professionally, and empathetically.
• Provide written responses to clients, including acknowledgments, progress updates, outcomes, and closure letters.
• Ensure communication is aligned with TCF principles and reflects Icebolethu’s values of dignity, respect, and Ubuntu.
• Manage emotional and grieving clients with sensitivity and professionalism.

3.5 Compliance, Risk & TCF

• Ensure that all complaints are handled in line with:
  • FSCA Complaint Handling Standards
  • Treating Customers Fairly (TCF)
  • FAIS requirements (for insurance‑related complaints)
  • Icebolethu Complaints Handling Policy
• Maintain proper documentation, audit trails, and complaint files.
• Report potential misconduct, fraud indicators, or regulatory risks to the Complaints Manager and Compliance.
• Participate in audits, quality reviews, and compliance checks.

3.6 Reporting & Data Management

• Maintain and update the complaints register daily.
• Prepare weekly, monthly, and quarterly complaints reports.
• Track resolutions, turnaround times, complaint categories, trends, and recurrence patterns.
• Assist in compiling Root Cause Analysis (RCA) reports and recommendations for service improvement.
• Support the Complaints Manager in presenting data to EXCO, Compliance, or Regulators when required.

3.7 Administrative Support

• Manage email inboxes, escalations, and internal communication channels.
• File and store all documents neatly for easy retrieval.
• Schedule investigations, meetings, and consultations with stakeholders.
• Ensure that complaints SLAs are monitored and met (e.g., 48‑hour acknowledgement, 7–14 days resolution depending on department).

• Grade 12 / Matric (Required).
• Certificate in Customer Service, Office Administration, or Business Administration (advantage).
• FAIS/RE5 beneficial for Insurance‑related complaints.
• Computer literacy (MS Office, Excel, CRM systems).

1–2+ years in policy administration, insurance servicing, financial services, or funeral insurance.

Experience with policy management systems (e.g., Funeral system, CRM, underwriting platforms).

Customer service experience…