Commercial Claims Consultant: Services (Afrikaans Speaking) at Telesure Investment Holdings (TIH)

Introduction
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes shortterm insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. Our origins date back to 1 June 1985, and we have since grown into a group of subsidiaries that includes some of South Africa’s most loved and recognisable brands. We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans. We bring
customer-focused innovation and service excellence to the financial services industry. We’re an undivided team who believe in leading through technology and pushing past their limits. TIH is owned by BHL (SA) Holdings Limited. BHL has a vast global footprint.

Specification
Customer focus

• Builds strong customer relationships and delivers customer centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request. Work Scheduling and Operational Compliance Work according to an assigned schedule. 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.

Ensures accountability

• Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Drives results

• Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.

Decision quality

• Makes good and timely decisions that keep the organization moving forward. For example, seeks coaching from others to address routine problems; learns to handle these issues effectively. Bases decisions and actions on relevant rules and procedures.

Being resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, skilfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.

Attention to Details

• Apply concepts of knowledge / skill and be attentive to details.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, takes a positive approach to conflicts; helps dispel tension; seeks guidance and feedback on managing conflict; delivers controversial viewpoints candidly and sensitively; does not take arguments personally.

Requirements

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
• Afrikaans (Essential)
• Regulatory exam 5 (Essential)
• Class of Business (Advantageous)
• STI / FAIS related qualification (Advantageous)
• Customer Service certificate/or related qualification (Advantageous)

General Experience

• 2 or more years customer service experience (Essential); 2 or more years call centre experience in Financial services industry (Advantageous)