Complaints Administrator

Emerald Life Proprietary Limited is a licensed Micro Insurer specialising in Funeral Insurance. Emerald Life Proprietary Limited is a wholly owned subsidiary of Clientèle Limited. We seek to recruit an energetic, positive & self-motivated individual to join our Complaints Department in the capacity of a Complaints Administrator. The incumbent will be situated at our Bellville Head Office & will work Mon to Fri 08h00am to 16h30pm.

Key duties & Responsibilities

Assess & resolve complaints.

· Assisting policyholders in accordance with all relevant policies & procedures.

· Determine whether the received correspondence is a complaint or query.

· Verify that all information is correct.

· Handle all new complaints as per the complaint management framework.

· Acknowledge complaints in writing which are received via email, telephone, fax, letters, insurers, walk-in clients, & internal departments.

· Re-direct queries to the relevant department for resolution.

· Request any additional or outstanding documents required to evaluate the complaint.

· Explain and interpret the products to complainants.

· Respond appropriately & professionally to all relevant parties.

· Update the company inhouse system with detailed summary of the discussion with the complainant & relevant contact information.

· Ensure that the root cause analysis & related TCF outcomes are documented.

· Ensure all relevant complaint-related documents & notes have been updated in the system and forwarded to the TL.

Qualifications & Experience

· Grade 12 or similar qualification is essential.

· Excellent written & verbal communication skills in English is essential.

· Additional Languages(s) will be advantageous.

· FAIS accreditation would be an advantage.

· 3 – 5 years general admin experience.

· Knowledge of the Insurance Industry & previous experience with complaints/queries.

· RE5 will be advantageous.

· Experience with MS Office, Excel, Word & Outlook are required.

Skills & Attributes

· Ensure that clients/staff are addressed in a professional, helpful, & friendly manner.

· Ability to work independently & in a team with a strong focus on results.

· Good time management & attention to detail.

· Adhere to deadlines & be able to work under pressure.

· Ability to use own initiative & be proactive.

· Responsible & Reliable

· Honesty & Integrity

Should you meet the requirements & are interested in the position offered, please apply with your CV, cover letter, contactable references & salary expectation by no later than COB on Wed, 15 Jul 2026 to recruitment@emeraldlife.co.za.