Description:
Job Overview:
You will handle inbound and outbound calls, assisting customers and Claims Management Companies (CMCs) with scheme queries. You will also complete end‑to‑end case assessments in a regulated environment. The role involves data cleansing to ensure customer records and documents are accurate and complete before progressing each case
Job Responsibilities:
- Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment
- Maintain accurate case notes, audit trails and documentation in line with scheme requirements
- Deliver high‑quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
- Manage customer cases and complaints end‑to‑end, ensuring decisions align with regulatory standards
- Conduct comprehensive case reviews, gathering evidence and validating information
- Handle objections, evidence reviews and case reconsiderations.
- Identify and escalate complex queries, complaints and vulnerable customer cases
Job Requirements:
- Minimum of a Matric/NQF 4 qualification
- Min 1-year unbroken previous experience is essential in a fast‑paced telephony environment, complaints handling, or case management.
Skills Required:
- Strong written and verbal communication skills.
- High attention to detail and sound judgement Experience Required
- Problem solving skills with the ability to adopt a logical approach to resolving problems
- Good data and statistical analysis skills
- Good IT literacy and data entry accuracy
Preferred Requirements/Skills:
- Knowledge of FCA DISP, Consumer Duty and redress frameworks.
- Experience using case management systems in financial services.
- Understanding of Claims Management Companies (CMCs) and FOS escalation routes
Core Behaviors:
Huntswood a ResultCX company employees have:
A Winning Mindset
Bring You’re “A” Game – Passion is contagious! Work every day like it’s your first day on the job.
Strive for Greater – Stay dedicated to continuous improvement. Challenge the status quo and bring your best ideas forward.
Servant Leadership
Enable and Empower all Employees – Our employees are the heart of our success
Do the Right Thing – Be empathetic and respectful to everyone always. Act with integrity even if no one is watching.
Deliver WOW!
Own It – Take personal responsibility for getting things done, find a way.
Deliver Unbelievable Service – Create “WOW” moments for your customers every time.
*Subject to HW incentive & remuneration policies, speak to your recruiter for more information .
Requirements:
- Perform data cleansing, including reviewing, correcting, and updating customer records to ensure accuracy before assessment
- Maintain accurate case notes, audit trails and documentation in line with scheme requirements
- Deliver high‑quality inbound and outbound call handling, providing clear and compliant guidance to customers and CMCs
- Manage customer cases and complaints end‑to‑end, ensuring decisions align with regulatory standards
- Conduct comprehensive case reviews, gathering evidence and validating information
- Handle objections, evidence reviews and case reconsiderations.
- Identify and escalate complex queries, complaints and vulnerable customer cases
- Minimum of a Matric/NQF 4 qualification
- Min 1-year unbroken previous experience is essential in a fast‑paced telephony environment, complaints handling, or case management.
- Strong written and verbal communication skills.
- High attention to detail and sound judgement Experience Required
- Problem solving skills with the ability to adopt a logical approach to resolving problems
- Good data and statistical analysis skills
- Good IT literacy and data entry accuracy
- Knowledge of FCA DISP, Consumer Duty and redress frameworks.
- Experience using case management systems in financial services.
- Understanding of Claims Management Companies (CMCs) and FOS escalation routes