Description    

• To engage with claimant and /or service provider to request basic information needed in order to process claim – includes written correspondence and phone calls. Evaluate claims based on documentation received including responses from claimant and providers

Minimum Requirements :

• Motor Trade Qualification
• RE & FAIS
• Team Leader or 2IC experience
• Experience as a motor technician
• Claims experience
• Call centre experience

Key Responsibilities    

Finance

• Ask correct questions and gain necessary information to process the claim or advise the client accordingly.
• If required, refer to independent Assessor.
• Log a request on the system.
• Coordinate with the Workshop, Owner, Assessor and other stakeholders.
• Evidence to be provided to prove savings on claim cost (i.e. application of procurement initiatives, spend direction, accurate adjudication, salvage)
• Finalize and close off the claim when all information is available.
• Refer claims above R5,000 for authorization to the next line: Claims
• Authorise claims in accordance with policy parameters.
• Ensure 95% of claims are finalised on same day as registration Tyre & rim / 90% (Warranty)
• Customer
• Administer and authorise claims on the system as per Company Policy and Procedures.
• Ensure adherence to scheduling & service delivery within the call centre
• Communicate with Internal and External clients and Repairing Agents
• Understand and implement IG’s “Treating Customers Fairly” policy.
• Minimum of 95% scoring on quality audits, no rework or escalations / first call resolution
• Build relationship with internal stakeholders to promote customer delivery / centricity – 360 survey feedback.
• Operational Delivery: Conduct
• Adherence to all company policies, call centre house rules, working hours etc.
• Ensure self-adherence to all regulatory & legislative & audit requirements
• Ensure self-adherence to quality of service delivery & communication
• Adherence to processes, authorization limits, escalations (part of QA scoring – minimum 95%)
• People
• Adherence to company values.
• Equal contribution to department deliverables in terms of workload, responsibilities & adherence to availability (absenteeism / official tea/lunch breaks)
• Adherence to all training / qualification requirements