Cancellations Officer (Insurance) - Dayshift / Onsite

The Cancellations Officer will process paid and unpaid product cancellations within the required 15-business-day timeframe. The role will coordinate refund calculations, selling-agent clawbacks, customer and agent communications, approvals, payments and monthly reporting. Strong organisation, deadline control, numerical accuracy and detailed record keeping are essential.

• Receive completed cancellation request forms from the Claims team/customers and promptly register each request for processing.
• Record and monitor the 15-business-day completion deadline and ensure the customer receives any approved refund within that timeframe.
• Enter cancellation details into the approved calculator and review the generated refund and pro rata amounts for accuracy and submit each to the responsible manager for review and approval.
• Determine the applicable selling-agent clawback for each cancellation and initiate recovery promptly.
• Apply the approved recovery method by offsetting the clawback against upcoming commission payments or raising a clawback invoice.
• Notify the selling agent of the cancellation, clawback amount and recovery method and provide seven days for payment where an invoice is issued.
• Process the approved customer refund and maintain evidence that the payment and cancellation were completed within the required timeframe.
• Process unpaid cancellations after receiving confirmation and su