Job Purpose

• To provide senior respresentation, with specific focus on Long-term Insurance,  for Nedbank Insurance by liaising with the various Ombudsman offices and regulatory bodies and proactively advising and acting in terms of alternative dispute resolution practices, legal issues and risk management for internal stakeholders.

Job Responsibilities

• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: staff surveys etc)
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems
• Ensure all received complaints are recorded onto the Register/Client Relationship Management(CRM) database by capturing the complaint details in order to create a reference number and ensure effective tracking of complaint
• Ensure documentation is available/recorded by uploading the physical hard copy or e-mail complaint and supporting documentation pertaining to the complaint
• Identify opportunities for resolution; improvements to processes and client service by highlighting service gaps in processes and non adherence to regulatory compliance
• Ensure the appropriate Business Unit provides a satisfactory response to the complaint by monitoring and reviewing progress on the complaint
• Mitigate reputational and financial risk by highlighting service gaps in processes and non adherence to regulatory compliance
• Keep abreast of insurance legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team. Meet external clients needs by submitting responses to complaints within deadlines; provide supporting documentation; respond timeously to further questions and negotiate recommendations within the bank
• Ensure clients claims are processed by providing proof and supporting documentation to the client
• Build and maintain effective internal/external relationships by organising workshops; discussion forums and keeping the team updated on changes in the department or new requirements from the Regulatory bodies
• Respond timeously to the Ombudsman and Regulatory bodies on all Life/Long-term Insurance Ombudsman/Regulatory complaints to avoid penalties by resolving complaints in the prescribed time
• Ensure recommendations made by the Ombudsman are conveyed to the appropriate Business Units by forwarding recommendations and discussing with the Business Unit manager.

People Specification

Essential Qualifications – NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• Admitted Attorney.

Preferred Certifications

• RE 5 Certification

Minimum Experience Level

• Min 5 years’ experience as an Ombudsman Liaison specialist in the Long-term Insurance experience with a focus on dispute resolution.