Agent: Insurance Claims at Capitec Bank

Purpose Statement

• To administer and handle all administration on insurance claims, matters and queries to ensure efficient processing and client service.

Key Performance Areas

• Service Delivery
• Compliance and SLA Adherence
• Data Handling
• Contribution to continuous process improvement and/or team efficiency
• Risk and gap identification
• Administration

Service Delivery

• Assist internal and external clients and/or stakeholders in resolving inquiries/claims in such a way that client experience is enhanced and relationships are strengthened and maintained
• Ensure that all escalated queries/claims are attended to and successfully closed
• Drive and deliver a superior customer service experience to the benefit of all parties involved

Compliance and SLA Adherence

• Adhere to all contracted SLAs and/or approved internal policies and procedures, as well as regulatory requirements

Data Handling

• Accurately capture, update, and/or maintain department/role-specific information in line with set targets/SLAs
• Ensure information is handled in accordance with Personal Protection of Information Act (POPIA)

Contribution to continuous process improvement and/or team efficiency

• Identify opportunities for improvement and/or solutions to optimise efficiencies
• Contribute to team efficiency and facilitate the team reaching its targets by supporting colleagues within the work function

Risk and gap identification

• Contribute towards risk management by identifying anomalies, exceptions, and other risk issues (i.e., operational and reputational risks) and either resolve or escalate to line management immediately

Administration

• Execute any ad hoc requests/assignments that are in line with/relevant to the role, department, division, Capitec Bank business and/or development plan
• Execute functions on behalf of fellow team members when appropriate and/or in case of absences

Experience

Minimum:

• 1-2 years’ experience in a banking, insurance, client service environment 

Ideal:

• Treating Customers fairly (TCF)
• Financial Intelligence Centre Act (FICA) 
• Protection of Personal Information Act (POPI)
• Financial Advisory and Intermediary Services (FAIS)

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• National Diploma

Knowledge

Minimum:

• Claims handling

Ideal:

• Knowledge of Capitec products and systems
• Understanding of the insurance industry and regulatory frameworks and bodies

Skills

• Communications Skills
• Reporting Skills
• Administration Skills
• Attention to Detail
• Computer Literacy (MS Word, MS Excel, MS Outlook)