Resolutions Intern

Purpose

The 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 Management

Capture, 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 information and case files.

Maintain electronic filing systems and ensure proper recordkeeping practices.

Reporting and Data Management

Extract 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-Up

Follow up with internal stakeholders regarding outstanding complaint actions.

Coordinate communication between the Resolutions Team and relevant departments.

Monitor turnaround 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 Support

Provide general administrative support to the Resolutions 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 accuracy

Strong administration and recordkeeping skills

Good verbal and written communication skills

Ability to work systematically and meet deadlines

Strong organisational and planning skills

Proactive approach to problem-solving

Ability to analyse and interpret data

Customer-focused mindset

Ability to work effectively in a team environment

Adaptability and willingness to learn

Professionalism and accountability

Personal Characteristics

Self-motivated and eager to learn

High level of integrity and confidentiality

Strong sense of responsibility and accountability

Detail-oriented with a commitment to quality

Professional and customer-centric approach

Ability to work under pressure and manage multiple tasks

Strong interpersonal skills

Proactive and solution-focused mindset

Reliable and dependable

Positive attitude and willingness to support the team

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.