A Complaint Response and Management course, launched last year by Massey University’s financial education and research (Fin-Ed) centre and the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) has reached 100 enrolments.
Wednesday, February 21st 2024, 3:00AM
Enrolments have come from all financial service sectors; 10% each from finance companies, superannuation schemes and travel insurers, 15% from financial advice providers, 25% from health and life insurers and 30% from general insurers.
Director of the Fin-Ed Centre, Dr Pushpa Wood, says the course has appealed to those in both consumer-facing and management roles. It provides formal training in complaint response for providers of insurance and financial services, and uses case studies and complaint resources from the IFSO Scheme.
"It was a strategic decision for the FinEd Centre to partner with the IFSO Scheme to ensure that as an education institute we are working with the industry sector to meet the needs of its members,” says Wood. She says that feedback from course participants has been very positive and encouraging.
“Better complaint skills are getting positive outcomes, not only for the customers, but the staff involved. The video learning in the short course modules are very practical and can be applied straight away in your work,” he says.
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