Recoveries Consultant - Parktown at Hollard Insurance

Role Objectives:

• Pre-litigation - end-to-end negotiation and settlement of recovery motor and non-motor  claims. Effectively settle claims whilst ensuring operational effectiveness. To ensure that from both a profit and efficiency point of view the claim is being managed appropriately within the contingency area. To effectively manage the potential, costs, and risks of claims. To ensure excellent Customer Service experience

Key Responsibilities:

• Adherence to Standard Operating Processes, practices, and procedures.
• Adherence to Service level Agreements with internal and external partners
• Process all broker and intermediary recovery claims to secure a successful recovery ensuring that efficiency, productivity, and superior customer service are shown. Ensure Contingency is the appropriate action. Conduct viability assessments. Ensure estimates are raised accurately and timeously
• Appointment of attorneys, contingency agents, loss adjustors, investigators
• Providing all supporting documentation to attorneys and contingency agents
• Regular tracking of claims status on all systems. Manage attorney and contingency agents and ensure that performance is aligned with SLA & Fee Agreement
• Vetting of fee invoices. To effectively manage turnaround times as per standard operating process and service level agreements. Ensure integrity on data and financials. Monthly Tracking and auditing of claims. Maintain service, quality, and desired outputs
• Engage regularly in team or group problem-solving weekly meetings
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Track payments and receipting
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Answer telephone and email queries. Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation
• Proactively suggest improvements in customer service and relations where applicable.
• Identify and recommend areas / ways to improve processes. Develop work routines in line with operational plans / schedules to achieve service delivery goals
• Align own behaviour with the organisation culture and values. Achieve own performance objectives
• Actively participate in own professional development and career path and be aware of capacity building initiatives (i.e., development programmes, training, mentorship, coaching etc.)

Required Knowledge and Experience    

• 4 years Short Term Insurance Motor and Non Motor Recovery and Liability Claims experience
• Exel and Word Intermediate
• Protection of Personal Information Bill
• Contingency Fees Act No 66 of 1997 and Debt Collectors Act No 114 of 1998

Educational Requirements    

• Matric
• Paralegal/Legal Qualification will be an advantage
• Appropriate Insurance Qualification