The course provides formal training in complaint response for providers of insurance and financial services
Massey University’s Financial Education and Research (Fin-Ed) Centre has introduced a new course that is set to improve complaint resolution within the insurance and financial services industry.
The new Complaint Response and Management course has been curated using case studies and complaint resources from the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme), to provide industry professionals wanting to upskill with a timely and relevant solution.
The short course is suitable for both consumer-facing and management roles in financial services, and those seeking a career in New Zealand financial services.
“With ongoing legislative change for insurance and financial services, there is an increased focus on fair conduct, which means treating customers fairly and looking after those in vulnerable circumstances,” said Karen Stevens (pictured above left), the Insurance & Financial Services ombudsman.
“This course will provide the formal training necessary to equip those on the front line and in customer care roles, enabling providers to achieve better outcomes for their customers.”
The IFSO Scheme is highly experienced in complaints handling, receiving roughly 3,000 complaints a year about insurance and other financial services. Not only does the scheme formally investigate and resolve around 300 complaints a year, it also works to help financial service providers improve their internal complaint handling processes.
Pushpa Wood (pictured above right), director of the Fin-Ed Centre, said the course will address a growing need in the industry.
“People within the profession are often not equipped with the soft skills to deal with complaints, especially the more complex complaints made [by] people in vulnerable circumstances,” Wood said.
The course can be completed online and started at any time. It includes four core modules and five tailored elective courses for compliance and conduct: financial adviser and nominated representatives, general insurance, personal risk, and lending teams.
Kieran Stott, DebtManagers operations and compliance manager, has already enrolled his team in the course.
“With many new legislative changes within the finance and insurance industries, it is very important that our team not only know our legal requirements when dealing with customers but can apply them in an empathetic and professional manner in an everyday setting,” Scott said.
The early-bird pricing special of $490+GST is available until June 30. Click here to find out more about the course and to enrol.
What do you think about this new course? We’d love to hear from you in the comments below.
