WHAT WILL YOU DO

The Contact Centre Agent will fulfil duties such as registration of claims, loading of Insurance and Value-Added Services claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums. 

This role will also include the following:

• Answering inbound calls and register claims telephonically, including emergencies and Value-Added Services.
• Follow compliance regulations for registration of claims that are not on the system, by creating an Incident and advise client of the disclaimer
• Natis checks/PDP checks/premium validations and various query types

KEY RESPONSIBILITIES

• Telephone Management
• Being professional and answering the phone promptly always
• Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
• Process STP (Straight Through Processing) claims
• Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
• Servicing our clients including: general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries and claims management, monitoring and reviewing your dashboard daily to action tasks in a prompt and efficient manner and relationship building
• Ensuring performance standards are met against KPI’s and KPA’s
• Be flexible and available as and when needed
• Attending all training schedules as required

QUALIFICATIONS AND EXPERIENCE

• Matric
• Minimum of 3 years’ experience in Short Term Insurance essential preferably claims
• Preferred candidate to be bilingual (English and Afrikaans)
• Excellent computer literacy MS Office and Santam systems
• Strong client service orientation

SKILLS AND KNOWLEDGE

• Insurance process knowledge
• Success in working with cross-functional groups both internal and external to the organization. 
• Excellent communication both verbal and written
• MS Office and proficiency with Santam systems and processes
• Trauma handling skills
• Computer literacy
• Attention to detail and accuracy
• Problem solving skills
• Negotiation skills

COMPENTENCIES

• Drives results
• Deciding and initiating action
• Collaborates
• Client focus
• Flexibility and adaptability
• Action orientated
• Situation adaptability
• Optimises work processes
• Emotional intelligence
• Critical thinking
• Curiosity with creativity