Customer Resolution Advisor at MiWay Insurance – Apply Now!

🧾 Job Details

📌 Job Title: Customer Resolution Advisor
🏢 Company: MiWay Insurance (Sanlam Group)
📍 Location: Midrand, Gauteng, South Africa
🕒 Employment Type: Full-Time, Permanent
📅 Application Closing Date: 09 January 2026

Company Overview

MiWay is a leading direct short-term insurance provider within the Sanlam Group. The company is driven by a commitment to service excellence, convenience, and customer value. MiWay operates within a fully digital environment, offering customers flexible, accessible financial solutions while maintaining the highest standards of governance and compliance.

Sanlam Group, through its multiple business clusters, provides employees with long-term career development opportunities, professional growth, and exposure to a diverse financial services ecosystem.

Job Overview

The Customer Resolution Advisor plays a critical role in managing escalated customer complaints and complex service-related queries. This position requires a balance of strong analytical capability and customer empathy, ensuring that each case is handled professionally, efficiently, and in full compliance with South African regulatory requirements.

The role involves taking full ownership of customer complaints from receipt to resolution while collaborating closely with internal teams to achieve fair outcomes and maintain customer trust.

Key Responsibilities

• Serve as the primary contact point for customers with escalated complaints and complex queries

• Take full ownership of complaints from initial receipt through to final resolution

• Investigate customer concerns thoroughly and provide clear, fair, and timely resolutions

• Manage customer expectations through consistent, professional communication

• Liaise with internal teams including Claims, Client Services, Sales, and Underwriting

• Capture and document all complaints, interactions, and resolutions accurately on internal systems

• Ensure adherence to internal service level agreements and regulatory timelines

• Identify trends in customer complaints and recommend process improvements

• Maintain high customer satisfaction while handling difficult or sensitive cases

• Ensure strict compliance with FAIS, POPIA, and applicable consumer protection legislation

Qualifications

Education

• Grade 12 / Matric / NQF Level 4 (mandatory)

• Relevant tertiary qualification in finance, insurance, or business (advantageous)

Experience

• Minimum of 3 years’ experience in a customer-facing role within the short-term insurance industry or

• At least 2 years’ experience managing escalated complaints, disputes, or complex claims or underwriting queries

• Claims handling experience will be beneficial

Skills

• Strong verbal and written communication skills

• Excellent problem-solving and analytical ability

• High attention to detail and accuracy

• Ability to remain calm and professional under pressure

• Effective time management and multitasking capability

• Strong customer-centric and interpersonal skills

• Ability to work collaboratively across multiple functional teams

CV Tips for the Role

• Emphasise experience in complaint resolution, escalations, or dispute management

• Highlight knowledge of short-term insurance legislation and regulatory frameworks

• Include examples of complex customer cases successfully resolved

• Demonstrate strong documentation, reporting, and stakeholder coordination skills

• Quantify achievements such as reduced complaint turnaround times or improved customer satisfaction

Benefits

• Employment within a reputable and established financial services group

• Exposure to diverse career growth opportunities across Sanlam’s business clusters

• A supportive and values-driven working environment

• Continuous learning and professional development opportunities

• Opportunity to make a meaningful impact on customer experience and service quality

Company Policy

MiWay is committed to transformation, diversity, and employment equity. Appointments are made in line with the company’s Employment Equity objectives to create an inclusive and representative workforce. All employment decisions are based on business needs, qualifications, and merit, in compliance with applicable labour and regulatory requirements.