Non-Motor SOS Agent (JG10) at Santam Insurance

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. 

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• 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 when needed.
• Attending all training schedules as required

QUALIFICATIONS AND EXPERIENCE

•  Matric 
•  At least 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

KNOWLEDGE AND SKILLS

• Insurance Process Knowledge
• Trauma handling skills
• Computer literacy
• Attention to detail and accuracy.
• Problem solving skills.
• Negotiation skills

PERSONAL ATTRIBUTES

•  Communicates effectively - Contributing dependently.
•  Decision quality - Contributing dependently.
•  Action orientated - Contributing dependently.
•  Optimises work processes - Contributing dependently.

CORE COMPETENCIES

•  Cultivates innovation - Contributing dependently.
•  Customer focus - Contributing dependently.
•  Collaborates - Contributing dependently.
•  Being resilient - Contributing dependently.
•  Drives results - Contributing dependently.