Manage the portfolio of short-term insurance customers; including amendments, upselling, claims management, retentions and collection functions.
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. Encourage customers to utilise digital channels for claims, document self-service and claims certainty.
Data Collection & Analysis
Ask questions, gathers relevant information to assist to resolve customer request.
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
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)
Work Scheduling and Operational Compliance
Organize own work schedule each day in line with changing priorities. 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.
Document Management
Create, organise and maintain files containing the correspondence relating to policies and matters.
Customer Needs Clarification
Clarification Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Customer Service
Provide a quality service to customers while identifying opportunities to secure new business or support retention.
Sell Customer Propositions
Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.
Operational Compliance
Develop working knowledge of the organisation'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.
Customer Relationship Management (CRM) Data
Enter relevant information into the CRM system after each contact with a customer to ensure that the organisation has quality data to enable effective customer retention and business development activities.
Performance Management
Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance.
Portfolio Management
Manage of PA active portfolio by means of premium income, claims loss ratio, complaints management, cancellations to ensure positive growth.
General Education
Matric / Grade 12/ SAQA Accredited Equivalent (essential) Regulatory exam 5 (essential) Class of Business (essential) Class of Business Commercial (advantageous) Diploma in Customer Service (advantageous)
General Experience
2 - 3 years call centre experience in the Short-term insurance industry or Financial Services Industry (essential) 1 year Retentions experience (essential) High Net Worth experience (advantageous)
- 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.
