Multi Channel FNOL Non IVR

Your time is now to be your exceptional best at Old Mutual!

Job Description

To provide quality claims registrations service while ensuring excellent service to clients and brokers at the start of the claims journey, and ensuring clarity of process to follow and guiding them towards the best options regarding and ensuring completeness of claims information before moving the file to the relevant claims back office area.

Competencies

Critical objectives and responsibilities

• Strategic
• Customer
• Collaboration
• Leading with Influence
• Innovation
• Personal Mastery
• Executing

Execute on the full role of Claims Ambassador to ensure contribution to the achievement of the business strategy and ease of doing business.

• Take inbound calls in accordance with predetermined compliance and customer service processes and procedures ensuring effective and efficient claims registration service
• Handling emails in accordance with predetermined compliance and customer service processes and procedures ensuring effective and efficient claims registration service
• Demonstrate excellent knowledge of Old Mutual Insure (OMI) product offerings, client history, and other claims related information material to the claim at hand.
• Actively listen and capture claims details to and advising client of any additional documents or information that may still be required if not provided upfront.
• Show tolerance and patience in understanding customers emotional state and turning any negative situation into positive.
• Deal with all customers in a professional manner in strict accordance with OMI culture, products and quality standards.

Continuous improvement to ensure effective service

• Adhere to agreed processes to deliver targeted operational results.
• Continuously strive to enhance and improve the Human Resources processes.
• Represent and market this process internally to peers and clients.
• Identify and report on Human Resource process issues

Service delivery to ensure customer satisfaction

• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on any customer satisfaction or dissatisfaction and report to the relevant team leader or OMI manager
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, propose innovations and support peers in providing exceptional client service.

Manage quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the assigned team to deliver required service levels.
• Actively participate in the assigned team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

Experience, Knowledge & Skills Required

• Matric and BComm Commerce / Law
• Relevant insurance related qualifications.
• 5 years' or more experience in Short Term Insurance
• 2 3 years experience in a Broker Liaison role.
• FAIS compliance will serve as an advantage.

Competency Descriptors

• Strategic: Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change. Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
• Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
• Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
• Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

Skills

Education

Bachelor of Commerce (BComm): Accountancy And Law

Closing Date

25 July 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.