Business Segment: Insurance & Asset Management Company: Liberty Group Limited Location: ZA, undefined, Johannesburg, 1 Ameshoff Street The Complaints Resolution Specialist shall provide expert support in resolving customer complaints and investment‑related queries, with the objective of restoring, improving, and maintaining consistent customer satisfaction. The Specialist shall ensure that all complaints‑handling processes are strictly adhered to in accordance with applicable financial regulations, statutory requirements, and internal policies. The Specialist shall be accountable for delivering accurate, transparent, and timely resolutions that safeguard customer interests, uphold regulatory standards, and enhance the overall customer experience. Qualifications Type of Qualification: NQF Level 6 Experience Required: Operations Control, Operations – 5‑7 years of experience in a client‑facing service environment (Call Centre, Branch and OSS). Understands the client distribution network, service processes, product and systems: Ombudsman terms of reference, legislation and its application. Core Competencies Investment Value Understanding – Demonstrates practical knowledge of simple vs. compound interest when explaining investment performance. Market Movements & Impact – Understands how volatility and economic conditions affect investment values and communicates these confidently. Numeracy Skills – Applies strong numeracy and financial interpretation skills with accuracy and attention to detail. Policy Value Calculations – Experienced in calculating and validating policy and investment values using both manual and system methods. Simplifying Technical Information – Explains complex investment concepts and product features in clear, customer‑friendly language. Customer Complaint Resolution – Resolves customer complaints on investment value declines and premium reviews with professionalism, empathy, and structured problem‑solving. Technical & Specialist Knowledge – Maintains extensive investment product expertise; applies research tools and frameworks to support sound decisions. Governance & Compliance – Ensures adherence to governance, regulatory, and compliance requirements; identifies, mitigates, and escalates risks appropriately. #J-18808-Ljbffr