Customer Resolution Advisor

Company Overview

MiWay is a direct financial services company dedicated to service excellence, convenience, and offering clients superior value products. Our vision is to be a world‑class direct financial services business providing a complete array of services under one convenient online umbrella. We believe the right people will help us grow and give clients the freedom to do things their way, free from worry and at peace with the world’s ‘what‑ifs.’

Our core values—Energy, Freedom, Accountability, and Attitude—are integral to every employee’s success.

The Customer Resolution Advisor is responsible for handling complex, escalated, or unresolved customer complaints, inquiries, and disputes within the short‑term insurance value chain (claims, underwriting, policy administration). This role requires analytical skills, expert knowledge of our products and regulatory compliance, and the ability to drive final, equitable, and sustainable solutions.

Success in this role depends on strong analytical rigor, customer empathy, effective communication, problem‑solving abilities, and a customer‑focused mindset.

• Grade 12/Standard 10/NQF4
• Relevant tertiary qualification (beneficial)

• Minimum 3 years in a customer‑facing role within the short‑term insurance industry
• Minimum 2 years of direct experience handling escalated complaints, disputes, or complex claims/underwriting queries
• Claims experience is an advantage

• Act as the primary point of contact for customers with complaints or complex queries
• Take ownership of complaints from initial receipt, manage expectations, and hold the process until resolution
• Investigate and resolve customer concerns promptly and professionally
• Collaborate with internal teams (Claims, Client Services, Sales) to ensure timely feedback and effective solutions
• Accurately capture all complaints and queries in the system
• Document all interactions and resolutions in the system
• Ensure adherence to internal SLAs and regulatory timelines
• Provide feedback to improve processes and reduce recurring issues
• Maintain high customer satisfaction levels
• Ensure all resolutions comply with South African regulatory frameworks (FAIS, POPIA, consumer protection legislation)

• Excellent verbal and written communication
• Strong problem‑solving and analytical skills
• Ability to remain calm and professional under pressure
• Attention to detail
• Time management and multitasking skills
• Customer‑focused mindset and interpersonal skills
• Identify trends in complaints and provide actionable insights to management
• Effective cross‑functional teamwork
• Capacity to manage difficult interactions while maintaining composure

• Call monitoring and assessments, support campaign activities
• Document feedback for coaching and agent development
• Process management and standards alignment
• Lead queries, investigations, and complaints

• Effective communication and independent contribution
• Planning and alignment for independent contribution
• Commitment to self‑development
• Optimization of work processes

We focus on building strong, lasting relationships with our employees and provide ample opportunities for growth across our business clusters:
Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, MiWay, and the Group Office.

The shortlisting will commence once the application due date of 12 March 2026 is reached. Processing time depends on progression and manager availability.

MiWay fosters a positive, dynamic workplace that values freedom, diversity, and transformation. We strive for a multicultural workplace with employment equity as a key goal, creating an inclusive workforce reflective of society’s demographics.