Complaints Analyst

Description

• The purpose of this job is to resolve complaints and enquiries, create and maintain good public image and provide information to the consumers and the public.

Duties

• Resolve complaints by evaluating information collected pertaining to queries/complaints, analyzing complaints to determine best practices on how to deal with the complaint, deciding on appropriate action to be taken, and liaising with relevant stakeholders
• Consult with complainants and service providers to gather information
• Refer consumers to appropriate regulatory or consumer protection institutions
• Liaise with key teams across the office to process complaints to resolution
• Provide progress reports to complainants
• Draft presentations and compile complaints statistics
• Conduct presentations with regulatory departments to discuss complaints
• Maintain an up to date Complaints register

Requisites

• Qualifications and Experience:
• Relevant Bachelor’s degree (e.g. Law / Economics)
• A minimum of two (2) years relevant experience in one or more industries regulated by NAMFISA
• Knowledge Of:
• Basic knowledge and understanding of the regulated financial sectors
• Above average understanding of the regulated legislation
• Basic knowledge of dispute resolution
• Skills:
• Governance, risk management, compliance and information / knowledge management
• Quality assurance
• Continuous improvement
• Stakeholder engagement
• Complaints management
• Complaints resolution
• Complaints trends and analysis
• Service delivery
• Business writing
• Records management

Notes

• Only shortlisted candidates with relevant supporting documents attached to their application will be contacted for interviews. Candidates from designated groups defined in the Affirmative Action Act (1998) are encouraged to apply
• As per Affirmative Action (Employment) Act, Act 29 of 1998, Namibian Citizens from disadvantaged groups and persons living with disabilities will receive preferential treatment and are encouraged to apply 
• Please note that certified copies of qualifications and identification documents should be attached to your application. 
• Only short-listed candidates will be contacted and no documents will be returned 
• No faxed applications will be accepted 
• NAMFISA reserves the right not to make an appointment in this position

Benefits

• NAMFISA offers a market-related total cost to company package based on work experience and qualifications
• The package includes retirement and medical aid benefits

How to Apply

1. Documentation

• Cover Letter
• Curriculum Vitae

2. Application

• Send your Documentation to Vacancies, Human Resources Manager at hr@namfisa.com.na with the Subject line “Complaints Analyst”