1Life is a licensed life insurer with the vision to transform and improve South African life insurance into a customer-friendly, service-orientated, educational and well-informed industry through changing our customers and staffs lives. 1Life is a wholly owned subsidiary of Clientele Limited. Job

Description
PurposeThe main purpose of this role is to provide administrative and operational support to the Resolutions Team by ensuring accurate complaint record management, timely reporting, stakeholder follow-ups, and effective tracking of complaint-related activities.

The role contributes to the efficient resolution of customer complaints while maintaining high standards of accuracy, compliance, and service delivery.Key Responsibility Areas /

Duties
Complaint Administration and Record ManagementCapture, update, and maintain complaint records across internal systems.Ensure accuracy and completeness of complaint data and supporting documentation.Monitor and track complaint statuses to ensure records remain up to date.Assist with quality checks on complaint in

formation and case files.Maintain electronic filing systems and ensure proper recordkeeping practices.Reporting and Data ManagementExtract data from various systems for reporting purposes.Compile daily, weekly, and monthly complaint reports.Assist in preparing management information and performance reports.Analyse data

for trends and exceptions where required.Ensure accurate and timely submission of reports to relevant stakeholders.Stakeholder Engagement and Follow-UpFollow up with internal stakeholders regarding outstanding complaint actions.Coordinate communication between the Resolutions Team and relevant departments.Monitor turn

around times and escalate overdue actions where necessary.Assist with gathering information and supporting documentation required for investigations and resolutions.Build and maintain positive working relationships with stakeholders across the business.Operational SupportProvide general administrative support to the Re

solutions Team.Assist with complaint allocation and workflow tracking.Support process improvements aimed at enhancing operational efficiency.Adhere to all internal controls, policies, and regulatory requirements.Assist the team in meeting service level agreements and departmental targets.Core

Competencies
Attention to detail and accuracyStrong administration and recordkeeping

skills
Good verbal and written communication

skills
Ability to work systematically and meet deadlinesStrong organisational and planning

skills
Proactive approach to problem-solvingAbility to analyse and interpret dataCustomer-focused mindsetAbility to work effectively in a team environmentAdaptability and willingness to learnProfessionalism and accountabilityPersonal CharacteristicsSelf-motivated and eager to learnHigh level of integrity and confidenti

alityStrong sense of responsibility and accountabilityDetail-oriented with a commitment to qualityProfessional and customer-centric approachAbility to work under pressure and manage multiple tasksStrong interpersonal

skills
Proactive and solution-focused mindsetReliable and dependablePositive attitude and willingness to support the team Job

Requirements

Experience
and

Qualifications
Degree or Diploma in Business Administration, Commerce, Management, Customer Service, Legal Studies, or a related field Recent Graduate Basic to intermediate competency in Microsoft Office (particularly Excel, Outlook, and Word) Strong verbal and written English communication

skills

Demonstrated ability to work with data and reports will be advantageous ADDITIONAL INFORMATION *SAQA Accredited Equivalent

- it is the onus of the applicant to provide 1Life and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. *Financial Sector Conduct Authority (FSCA) competency

requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times.

By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.