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

• 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 applicants will be contacted
• Remuneration: NAMFISA offers a market-related total cost to company package based on work experience and qualifications
• The package includes retirement and medical aid benefits
• 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
• No faxed applications will be accepted
• NAMFISA reserves the right not to make an appointment in this position
• We encourage energetic, dynamic and results-driven team players to forward their applications

How to Apply

1. Documentation

• Cover Letter
• Curriculum Vitae
• Certified Copies of Qualifications
• Certified Copies of Identification Documents

2. Application

• Send your Documentation to Human Resources at hr@namfisa.com.na with the Subject line “Complaints Analyst”
• Indicate the source of this job post: working.co.na