Our vision is to put insurance in the hands of consumers. We are the only digital insurer in South Africa offering on-demand cover for your favorite things, e.g. phones, laptops, bicycles etc., and
on-demand car insurance where you save when youre not driving.
We are still at the beginning of our journey to redefine personal insurance for the 21st century as simpler, easier, and more affordable. The team comprises dynamic, talented and experienced technology, marketing and insurance professionals from diverse backgrounds. JaSure is a division of Santam, the leading short-term insurer in South Africa.
About The Role
The Customer Service Consultant role is centred around delighting clients through focused attention on customer service and claims processing within the Customer Service Team. You will
work closely with the Customer Relations Lead and in a startup environment will have the opportunity to gain exposure to various business areas.
The Key Responsibilities Are
- Customer queries - Investigate and resolve customer queries via live chat/email including technical, product, new business, amendments, billing and claims. Process associated
- system transactions. We do things digitally, but sometimes customers want to hear a friendly voice. Call when the need arises.
- Complaints - Investigate, resolve or escalate and record complaints.Retentions and cancellations. Attempt to retain customers. Process cancellation requests.
- Claims - Prepare new claims for submission to the claims handler; monitor and close.
- Underwriting review - Review asset details and advise customers when they need to take
- remedial actions.
- Billing - Assist the Customer Relations Lead with the monthly billing run, including monthly debt management, individual bill processing, and escalating and billing discrepancies for
- remedial action.
- Improvement - Monitor any friction points and escalate to the Customer Relations Lead for improvement.
- 1-2 years experience in a Customer Service environment within the Insurance
- industry
- Experience using digital channels (e.g. Live Chat)
- Excellent communication skills (spoken and written) and customer engagement
- Attention to detail
- Ability to take initiative and meet deadlines
- Analytical and problem solving
- The following is preferable/advantageous:
- A degree or diploma
- RE 5 qualification
- Experience processing claims
- Empathy - Building a great brand requires strong teams so we expect you to recognise that people come first and bring that understanding into your day to day interactions and decisions.
- Analytical thinking - As this role also incorporates claims processing, it is critical that you are able to analyse information and draw sound conclusions efficiently.
- Go-getter - This is an insurtech and it takes energy, a passion for innovation and out of the box thinking. We are looking for proactive people that learn fast and swim quickly.
- Communication skills - You are expected to be able to effectively communicate your decisions, needs and thoughts in both written and spoken forms.
- Professionalism - We are a remote first team so we are looking for people who are comfortable with managing themselves. You are expected to service clients promptly and efficiently within the
- specified business hours while still delivering high quality work in a timely manner.
- Remote-first - We have built our company culture and processes with the goal of being a remote-first company from the start.
- 23 days of annual leave - Our standard 23 days of leave are in addition to the 12 government-defined public holidays in South Africa.
- Insurtech environment - Join a diverse, energised and passionate team, focused on disrupting the South African insurance industry.
