Customer Service Consultant (Digital/Claims) at Santam Insurance

About The Role

• The Customer Service Consultant role is centred around delighting clients through focused attention on customer service and claims processing within the Customer Service Team. You will
• work closely with the Customer Relations Lead and in a startup environment will have the opportunity to gain exposure to various business areas.

The Key Responsibilities Are

• Customer queries - Investigate and resolve customer queries via live chat/email including technical, product, new business, amendments, billing and claims. Process associated
• system transactions. We do things digitally, but sometimes customers want to hear a friendly voice. Call when the need arises.
• Complaints - Investigate, resolve or escalate and record complaints.Retentions and cancellations. Attempt to retain customers. Process cancellation requests.
• Claims - Prepare new claims for submission to the claims handler; monitor and close.
• Underwriting review - Review asset details and advise customers when they need to take
• remedial actions.
• Billing - Assist the Customer Relations Lead with the monthly billing run, including monthly debt management, individual bill processing, and escalating and billing discrepancies for
• remedial action.
• Improvement - Monitor any friction points and escalate to the Customer Relations Lead for improvement.

Qualifications And Experience/skills Required

• 1-2 years experience in a Customer Service environment within the Insurance
• industry
• Experience using digital channels (e.g. Live Chat)
• Excellent communication skills (spoken and written) and customer engagement
• Attention to detail
• Ability to take initiative and meet deadlines
• Analytical and problem solving

The following is preferable/advantageous:

• A degree or diploma
• RE 5 qualification
• Experience processing claims

The right candidate has

• Empathy - Building a great brand requires strong teams so we expect you to recognise that people come first and bring that understanding into your day to day interactions and decisions.
• Analytical thinking - As this role also incorporates claims processing, it is critical that you are able to analyse information and draw sound conclusions efficiently.
• Go-getter - This is an insurtech and it takes energy, a passion for innovation and out of the box thinking. We are looking for proactive people that learn fast and swim quickly.
• Communication skills - You are expected to be able to effectively communicate your decisions,needs and thoughts in both written and spoken forms.
• Professionalism - We are a remote first team so we are looking for people who are comfortable with managing themselves. You are expected to service clients promptly and efficiently within the
• specified business hours while still delivering high quality work in a timely manner.

We offer the following benefits

• Remote-first - We have built our company culture and processes with the goal of being a remote-first company from the start.
• 23 days of annual leave - Our standard 23 days of leave are in addition to the 12 government-defined public holidays in South Africa.
• Insurtech environment - Join a diverse, energised and passionate team, focused on disrupting the South African insurance industry.