Responsible for accurately assessing the damage/loss incurred by customers to determine the appropriate cost and safe repair methods.
Responsibilities
Operations Management
Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
Accurately assess vehicle damage to determine cost effective and safe repairs using the correct repair method.
Undertake vehicle assessments in line with underwriting terms & conditions & claims protocols.
Customer Service
Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Consistently provide service in accordance to the pre-agreed service and functional standards. Provide excellent service to our customers both on the phone and in person.
Providing excellent key to key customer repair times to increase customer advocacy.
Client & Customer Management (External)
Help manage clients by carrying out standard activities and providing support to others.
Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Insights and Reporting
Write accurate assessment reports, negotiating correct scope & costs for vehicle repairs with contracted repairers.
EDUCATION
General Education
Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage
Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/
N3 level / (Advantageous)
Experience
General Experience
2 - 4 years work experience in the following (Advantageous): Workshop / Motor Industry experience
Front line / client relationship experience in a panel beating environment.
Practical panel beating, spray painting, mechanical and electrical experience.
Assessing experience at a short-term insurer or Estimating in a panel beating
environment.
Additional Information
- SAQA Accredited Equivalent - it is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. *Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
