Massey University has launched an online course to share best practice in complaint response for those working in insurance and financial services.
Its Complaint Response and Management course is priced at $490 (until 30 June 2023) and is based on case studies and complaint resources from Insurance & Financial Services Ombudsman (IFSO).
IFSO’s Karen Stevens says the course provides a “…timely and relevant solution for those in the industry wanting to upskill”.
“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,” she says.
“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 receives around 3,000 consumer complaints a year about insurance and other financial services.
“Prevention of complaints through ongoing education in partnership with the IFSO Scheme is just as important as good complaints handling,” says Stevens.
Massey’s Dr Pushpa Wood, Director of the university’s Financial Education Centre says people working in financial services are often not equipped with the soft skills to deal with complaints.
The course features four core modules, and there are five tailored elective courses for compliance and conduct.
- Financial Adviser and Nominated Representatives
- General Insurance
- Personal Risk
- Lending teams
Find out more and enrol here.