Investigate, analyse and monitor escalations and complaints. Report trends and obtain approval from the reporting
Escalated client / member queries and complaints.
Competencies
Effectively deal with all client queries and complaints and ensure the timely and accurate resolution
general enquiries account level screen prints for complaints / enquiries document retrieval and review of
general enquiries account level screen prints for complaints / enquiries document retrieval and review of
documentation, scheduling meetings, addressing client complaints, updating records, and completing fee forms promptly
documentation, scheduling meetings, addressing client complaints, updating records, and completing fee forms promptly
stakeholders.
Effectively deal with all client queries and complaints and ensure the timely and accurate resolution
relevant stakeholders. Resolve client queries and complaints. Liaise with all internal departments and stakeholders
customer journey to all players by dealing with complaints and payment escalations
Perform risk assessment