M-Sure forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.

M-Sure is seeking a detail-oriented and customer-focused Complaints Officer to manage and resolve customer complaints in a timely, fair and compliant manner. The successful candidate will investigate concerns related to insurance policies, claims, underwriting decisions, billing and service delivery, ensuring outcomes align with regulatory requirements and company standards while maintaining positive customer relationships.

If you are seeking an exciting and rewarding opportunity, then this is the career journey you’ve been waiting for.     

The successful candidate will report directly to the Call Center Manager.

Purpose:

The Complaints Officer contributes to the organisational goals by managing and resolving customer complaints in accordance with applicable financial services regulations, internal policies and Treating Customers Fairly (TCF) principles. The Complaints Officer ensures fair, transparent and timely outcomes while mitigating regulatory, reputational and conduct risk to the organization.

DUTIES/ KEY RESPONSIBILITIES:

• Receive, log and acknowledge customer complaints via phone, email, social media, walk in clients inline with prescribed regulatory timeframes
• Conduct thorough investigations by reviewing policy documents, claims files, call recordings, and internal records
• Liaise with internal departments (Claims, Policy Admin, Sales, Finance, Customer Care) to gather information, clarify issues and identify service delivery failures
• Ensure all complaints are handled and aligned with applicable conduct standards, M-Sure complaints Framework and ombudsman requirements
• Provide customers with clear written “Final Response” feedback that include:
• Summary of investigation
• Outcome and reasoning
• Information on escalation rights to the relevant Ombudsman/External Dispute Resolution (EDR) body
• Identify and support root cause analysis remedial action plans and escalate issues to management
• Maintain accurate records in the complaints management system
• Support reporting requirements by tracking trends, volumes and resolution outcomes
• Contribute to continuous improvement initiatives to reduce recurring complaints

EDUCATION AND EXPERIENCE:

• Grade 12
• Certification aligned with regulatory fit-and-proper requirements (RE5)
• Minimum 3-5 years’ experience in insurance, claims handling or customer service

SKILLS, KNOWLEDGE and ATTRIBUTES REQUIRED:

• Demonstrated understanding of regulatory complaint-handling obligations
• Familiar with regulatory frameworks and ombudsman dispute resolution processes within the industry
• Demonstrate integrity, fairness and customer-centric decision-making
• Act in accordance with conduct standards and fit-and-proper requirements
• Avoid conflicts of interest in investigations
• Sound judgment and risk awareness
• Strong written and verbal communication skills
• Excellent investigative and analytical abilities
• Knowledge of insurance products
• Ability to interpret policy wording and contractual documentation
• Understanding of regulatory and compliance frameworks within the insurance sector
• High attention to detail and accuracy
• Ability to manage sensitive situations with professionalism and empathy
• Strong time management and ability to meet deadlines
• Conflict resolution and problem-solving skills
  
• Clear Criminal record
• Own and live up to the Company values
• Attend training initiatives to improve work quality and enhance own skills