Job Title
Refund & Insurance Administrator Retail
Employment Type
Full Time
2 to 4 years
Job Published
01 August 2022
Job Reference No.

Job Description

The Refunds & Insurance Administrator is primarily responsible for ensuring that Customers are reimbursed for products returned in a timely and controlled manner, verifying the validity of Refunds, and maintaining adequate record retention. In addition, the administration of the Customer Insurance claim process forms part of their job function.


  • Grade 12 (Tertiary qualification advantageous)
  • A minimum of one year experience in a Retail environment
  • Intermediate proficiency in Microsoft Excel
  • Background of experience in a same or similar role (preferably in a Finance Administrative position)
  • Competency on SAP advantageous
  • Computer literacy and competency in Microsoft Office applications
  • Excellent Customer Service skills
  • Ability to work under pressure to meet objectives
  • Excellent communication skills (both verbal and written correspondence), and telephonic etiquette
  • Sound administrative skills and business acumen
  • Ability to effectively and efficiently solve problems



  •  Process Refunds accurately and in a timely manner - Daily task
  • Extract transactional data from SAP and populate Refunds tracker file
  • Monitor, track, and update Refunds tickets on SysAid platform
  • Review Refund forms and supporting documents received from Stores
  • Engage with Stores and Customers to obtain any missing, illegible, or inaccurate info.
  • Ensure that Policy exceptions are authorized by Field Leadership and/or Finance
  • Department (e.g. Eligibility period exceeded, Cash and Gift Card Refunds)
  • Log tickets on HDA platform, for the processing of EFT Refunds by GBS, and visibility of Card Refunds
  • Perform daily reconciliation of Refunds processed and paid.
  • Update and maintain Refunds tracker file
  • Address and resolve all open, outstanding, and rejected Refunds, with urgency.
  • Provide GBS Italy with info required for the completion of Banking reconciliations.
  • Request / provide proof of payments where required / for ad hoc requests.
  • Ensure adherence to the Refunds Policy & Procedures. Address any deviations or suspected foul play / fraudulent activity with Line Management.
  • Distribute Refunds tracker to Field Leadership Team, for visibility and follow up of open/ outstanding Refunds
  • Communicate with Edgars/ RCS and Finance Team to facilitate accurate reconciliations and Refund payments.
  • Maintain and retain orderly records.


  • Monitor, track and update Insurance tickets on SysAid platform
  • Provide Customers / Stores with Insurance quotations
  • Action claim approvals received from Insurance Company / Broker - Communicate with
  • Customers and Stores to facilitate the purchase of replacement Frame/s
  • Request that Stores submit transaction receipts and supporting documents to Finance Department.
  • Assist Stores, Field Management and Finance Team with any info required or process queries pertaining to Insurance claims.


  • Reconcile and control the receipt of Store Damages and BPG’s; address and resolve outstanding items with Stores and Field Leaders
  • Arrange and sign off quarterly destructions with Team Leader
  • Assist Team Leader with I&L functions and adhoc activities