Complaints Officer | Affinity Health

Affinity Health Job Vacancies – Complaints Officer

Join Our Exclusive Talent Pool! We believe in nurturing talent and providing a platform for growth. As we expand our horizons, we are building a talent pool of passionate Complaints Officers who share our commitment to excellence.

Job Summary

Investigate and resolve complaints received. Manage social media presence on all platforms.

Key Performance Areas

• Monitor and respond to all social media platforms.
• Resolve complaints according to the company’s Complaints Resolution and Treating Customers Fairly Policies and Procedures.

Key Tasks

Monitor and respond to all social media platforms:

• Ensure all social media platforms are monitored and responded to within SLA.
• Ensure responses are appropriate and grammatically correct.
• Maintain positive sentiment on all platforms.

Resolve complaints according to the company’s Complaints Resolution and Treating Customers Fairly Policies and Procedures:

• Acknowledge and attend to complaints within SLA.
• Thoroughly investigate complaints.
• Escalate complicated complaints to Team Leader/Manager for discussion and intervention.
• Update members on the progress of their complaints until resolution.
• Provide complainants with feedback telephonically and in writing.
• Resolve complaints received from other departments, social media platforms, and emails.

Essential Qualifications

• Matric
• RE5
• Compliance/regulatory certificate

Desirable Qualifications

• Customer Relations/Service Certificate
• Public Relations Certificate

Essential Experience

• 1 year experience in insurance claims
• Experience in medical claims
• Experience in claims operating systems
• 1 year coaching experience

Knowledge and Skills

• Good computer skills
• Strong verbal and written communication skills
• Good organization skills
• Time management skills
• Excellent interpersonal skills
• Strong administrative skills

Attributes

• Professional
• Telephone and email etiquette
• Able to build relationships
• Honest, hardworking, and humble