Customer Assurance Executive

Job description

Are you currently in a Customer Service role and have a flair for successfully handling customer complaints? Do you want to leverage on your complaints handling skills and further hone it in a specialised role?

Aviva Financial Advisers is looking for a Customer Assurance Executive to focus on delivering Fair Dealing Outcomes in the handling of customer complaints in an independent, effective and timely manner.

Key responsibilities include:

·  Effective handling of all customers interactions (face-to-face meetings, tele-communications and written communications)
·  Effective liaison with internal and external stakeholders that supports investigation and service recovery
·  Independently assess each complaint based on its merits and resolve complaints within stipulated turnaround time
·  Manage challenging complainants including communication of investigation findings and outcome
·  Preparation of case documentation for the Company at FIDReC mediation and adjudication hearings
·  Manage the operations of customer surveys and call-backs
·  Handle inbound call and email enquiries

To qualify for this role, you would need the following:

·  Tertiary qualification
·  At least 3 years’ experience in Complaints Management in the Financial Services Sector
·  At least 5 years’ experience in handling customer interactions
·  Excellent written and communication skills (mandatory due to the nature of the role)
·  Professional insurance qualifications (highly desirable)
·  CMFAS Module 5,9,9A,8,8A and HI (highly desirable)
·  Decision making, problem solving & analytical skills
·  Detail oriented
·  Stakeholder management skills

If you think you have what it takes to do this role well, click Apply and we will be in touch!