Escalation officer

Position Purpose:

The Escalation Officer is responsible for resolving high‑priority, complex disputes and grievances that have not been settled through standard customer service channels. You will act as the final point of contact for members and stakeholders, ensuring that resolutions are fair, compliant with scheme rules, and delivered with a high degree of empathy and professionalism.

Requirements & Qualifications Experience: 3–5 years in a high‑level claim, legal, or customer escalation environment (preferably within Medical Schemes or Insurance). Education: Degree or Diploma in Law, Business Administration, or a related field. Technical Skills: Proficiency with Administrative systems and advanced Microsoft Office skills. Soft Skills: Exceptional conflict resolution, negotiation, and “de‑escalation” verbal skills. Analytical Thinking: Ability to interpret complex rules and apply them to unique human scenarios. Key Responsibilities Case Management: Manage a portfolio of esc...