Customer Service Consultant

Turn-Around Time Expected Behaviour: E-mails responded to within the communicated TAT Absenteeism Expected Behaviour: Each 3 month rolling period will have the absenteeism average determined by taking the total absenteeism days and dividing it by 3 Hold and Transfer Metrics Expected Behaviour: Average time clients are placed on hold during a voice interaction. Workload Contribution and Delivery Expected Behaviour: Percentage of total interactions - Calls and emails SQA Expected Behaviour: Quality evaluations conducted on staff-customer interactions Voice/ EQM - QA call evaluations results & improvements. Results of quality assessments that measure the implementation of initiatives. Following processes and procedures implemented to improve client experience. Using every telephonic opportunity to wow the client. Average of QA Score We Hear You Expected Behaviour: Customer sentiment feedback surveys Customer Interaction surveys, we measure the responses received from customer where they rate the service provided by Retention consultant Adherence Expected Behaviour: As per WFM schedule published and adherence thereof The WFM report will be used to track True Adherence to schedule Personal Development Plan Implementation (Own) Expected Behaviour: Individual taking ownership for their development as per defined template Accountability for development. Training interve ntion attendance. Application of training, initiatives and process changes. Taking career development and performance management seriously (look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement. Assessments Expected Behaviour: Product knowledge Results from Training dept.

JOB PURPOSE Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer. RESPONSIBILITIES Customer Management (External and Internal) Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard. Customer Needs & Analysis Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request. Up-sell Customer Propositions Identify the products or services that best meet the customer's stated needs explain the selection to the customer, and influence the customer to make a purchase. Correspondence Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external). Operational Compliance Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Administration Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Work Scheduling and Operational Compliance Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. TECHNICAL COMPETENCIES Verbal and Written Communication Use clear and effective verbal and written communication skills provides technical guidance when required to express ideas, request actions and formulate plans or policies. Numerical Skills Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provides technical guidance when required. Interpret financial data.; Basic knowledge of accounting principles.. Up-selling Opportunities Provide technical guidance to maximize up-sell opportunities with customers. Data Collection and analysis Analyze information and data to help guide decision making. Understands Customer Needs Articulate the customer needs in the customer's business language and business context. Attention to Details Apply concepts of knowledge / skill and be attentive to details. Presentation skills Communicate with other people by speaking in a clear, concise and compelling manner. Computer skills Support business processes by understanding and effectively using standard office equipment and standard software packages.Basic computer skills required.; Microsoft Outlook ( Basic).. Policy and procedures Monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. General industry policies and procedures. Planning and Organizing Plan, organize, prioritize and oversee activities to efficiently meet business objectives. Action Planning Develop appropriate plans or perform necessary actions based on recommendations and requirements.

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