Career Opportunities at Santam Insurance

What will you do?

• A position for a Client Care Consultant exists in the Brand Shared Services, Client Care area, based at Santam Head Office in Bellville. 
• The incumbent will play a key role in effectively and timeously handling all complaints, requests and enquiries in line with products and services provided by Santam, with due consideration to fairness, equity and materiality – principles of Treating Customers Fairly.

What will make you successful in this role?

• Mandated to recommend to stakeholders in resolving disputes, considering fairness, equity and materiality.
• Knowledge sharing and meeting client’s expectations.
• Self-development and keeping abreast of new developments within the industry.
• Maintain a good working relationship with all stakeholders.
• Data integrity.
• Deal with complainants in a professional and courteous manner and address concerns.
• Good decision making and working under pressure living the Santam values.
• Excellent writing skills.
• Achieving work goals and objectives.

Qualification

• Law Degree

Knowledge and Experience

• Minimum 3 years’ working experience.
• Dispute resolution experience/training.
• Minimum 1 year client service experience.
• Knowledgeable in short-term insurance industry.
• Advantageous to comprehensive understanding of Santam products and services.

Skills

• Interpretation and application of policy wording and policy schedule.
• Ability to apply mind based on all information and draw valid conclusions and make sound recommendations to stakeholders.
• Strong interpersonal skills, problem solving, self-control and self-confidence, time management skills.
• Accurately checking information, processes and tasks.
• Prompt actions to be taken when and where required to accomplish tasks. 

Core Competencies

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

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Job Description

• This job is focused on supporting the Broker On-Call Manager as well as a Relationship Managers in Broker On-Call Western Cape, Tygervalley. The role is for someone that would provide administration assistance and support to the Relationship Managers as support in running their portfolios.

Principal Accountabilities

• The purpose of this position is to provide support to Relationship Managers and would be responsible for delivering quality service to customers, who could be either internal or external to Santam (including brokers, customers, partners and suppliers). The successful incumbent will provide support to address customer, needs, concerns and issues.

Principal Accountabilities

• Prepare basic reports and statistics based on risk analysis
• Communicate with internal stakeholders to provide information, feedback and follow through on queries and/ or instructions 
• Address unusual and non-standard customer issues including underwriting and commercial related queries.
• Task related decision making within set policies and procedures 
• Research to assist in addressing non-standard underwriting issues
• Update Relationship Manager reports including CRM   
• Create client profiles for identified risks
• Assist in directing broker queries/escalation
• Provide admin support to the Relationship Managers as required for running of the portfolio

 
Qualifications and Experience

• Matric Qualification 
• 3 year Tertiary qualification (advantageous)
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines) preferred
• RE 5 (advantage)
• At least 1year Commercial Lines experience 
• 2 years experience in an office administration environment (Personal Assistance/Admin support experience will be an advantage)
• Insurance qualification (advantageous)

Knowledge and Skills

• Attention to detail
• Time management 
• Good communication skills (verbal and written)
• Inter-personal skills
• Basic understanding of Microsoft applications (Word/Excel/Powerpoint)
• Co-ordination and planning
• Ability to learn and adapt
• Record keeping

Competencies

• Deciding and initiating action
• Client service orientation
• Planning and organising
• Supporting change
• Performing under pressure
• Ability to work independently
• Teamwork and supporting
• Analysing

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JOB DESCRIPTION

• The incumbent will ensure that Santam’s Business Development (SBD) solutions are designed, integrated, developed, maintained and enhanced efficiently and effectively and that it delivers against business needs.  The incumbent is further tasked with the maintenance of the SBD blueprint that is usable and consistent with Santam’s Enterprise Application Architecture and future technology direction.

PRINCIPLE ACCOUNTABILITIES

• Understands how the business requirements can be met using the implemented Santam, Sanlam Group and Third party package solutions, or defines what additional solutions is needed
• Accountable for design of solutions to meet the business requirements
• Consulted in the provision of cost estimates
• Ensuring the alignment of initiatives to the target application architecture and standards with Santam and the Sanlam Group
• Assessment of the impact of new business solutions on the Information Technology landscape. Includes execution of technical due diligence across all dimensions of IT
• Defines high level data flows between solutions
• Work as a team member with Development Managers and other technical staff, to ensure application is implemented according to requirements
• Identification of potential risks / issues and give input into risk plan
• Active engagement with technology partners to deliver an integrated solution across platforms
   

Generic Functions

• Ensure that the Solution implementation is coherent and consistent with technology strategies, governance and architecture
• Respond to business requests for extensions to the scope of the solution through the creation or enhancement of the application and strategies
• Provide advice and consultancy across the team on the above strategies and architecture
• Participate in reviews and provide guidance to teams to ensure that the architecture and strategies are followed
• Establish and participate in design reviews, regular architectural reviews and technical issue management meetings
• Ensure that design is optimised for use on the organisations infrastructure
• Provide support to other members of the Development Team and members of the Business Management team as required
• Develop and maintain a deep understanding of the internal workings of software packages 
• Work effectively in a team with other Solution Architects, Business Architects and Lead developers to consider design alternatives and agree on appropriate design decisions in support of business requirements
   

Integration Functions

• Maintains and publicizes interfaces between internal Santam, Sanlam Group and external systems
• Facilitates design and implementation of interfaces between internal Santam, Sanlam Group and external systems
• Ensures interfaces defined by different teams are consistent
• Maintains a register of published interfaces
• Reviews designs to avoid duplication and proliferation of interfaces
• Defines messaging architecture and standards
   

Quality Assurance

• Review agreed implementation, to ensure correct interpretation of the requirements and architecture and strategies
• Ensure there is adequate testing of configuration or bespoke development
• Facilitate and lead the quality assurance processes for design and development to ensure the ongoing integrity of the end-to-end Systems landscape

 
QUALIFICATIONS AND EXPERIENCE

• Relevant Tertiary IT qualification or qualification through experience 
• 5 – 8 years of solid java development experience
• 2 years of Java Lead experience with design, architecture, and integration experience. 
• Have experience in the design, development and implementation of enterprise quality solutions. 
• Experience in application development, support and release management
• Experience in some of the following technology; messaging middleware, web services, SOAP, REST, JSON, SOA, FTP, secure FTP
• Experience in systems development life cycle and quality assurance.
• Understanding of agile methodology, infrastructure network and security. 

 
COMPETENCIES

• System Development Life Cycle
• Agile Scrum
• Atlassian Tools
• Java, C#, SQL, Application Servers
• Troubleshoot and resolve software, and integration problems 
• Risk Management
• Quality, risk and  organisational change  management 
• Investigation and analysis of information
• Planning
• Communication of technical guidance and instruction to users
• Ability to write technical instructions in the use of programs and / or program modifications
• Interpersonal skills, ability to engage with senior business stakeholders as well 
• Ability to accept accountability for actions and decisions
• Problem resolution
• Deciding and initiating action
• Leadership
• Building networks and good relationships
• Develop and implement strategy
• Santam implemented hardware, software and operating systems a benefit
• IT language knowledge 

 
COMPETENCIES

• Client focus
• Cultivates Innovation
• Drives Results
• Collaborates
• Flexibility and adaptability
• Technical specifications
• Component design
• Database design 
• System architecture
   

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OPPORTUNITY

• Santam Claims has a position available for a Claims Admin Clerk within Tailored Claims Solutions team, based in Constantia Kloof, Weltervreden Park, Johannesburg.

WHAT WILL YOU DO

• The Claims Admin Clerk will primarily provide dedicated administrative support to assigned internal and external Adjusters as well as Claim Service Consultants. The consultant is responsible for capturing non-telephonic first notice of loss of claims ensuring data accuracy and utilising direction of spend tool.
• The notification agent handles non-telephonic queries with the emphasis on first contact resolution and providing incident management, through appointing service providers, such as plumbers. The ability to negotiate is necessary when calling brokers and clients to complete direction of spend.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Claims registration
• Claim scheduling (appointing assessors)
• Claim Payments
• Car Rental expediting
• Expediting – ensuring delivery of replacement goods and follow-up of services by external suppliers.
• Claim validation (preparing claim file before assigning to consultant)
• Direction of Spend

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• Short term insurance-related qualification (preferable)
• 2- 3 years’ experience in a short-term claims department
• Be FAIS Complaint for Personal Lines and have passed RE1 exam  - Advantageous
• Experience with working on Audatex, Searchlight, RAM - Advantageous
• Experience in working with high-net-worth portfolios - Advantageous

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What will you do?

• This career opportunity is available at Santam Operations within Riscor for a Commercial Underwriter, who will be based in Bellville.

Job purpose

• The incumbent will be responsible for commercial lines above mandate authorizations
• The incumbent will also be responsible for commercial lines transactional functions which includes broker appointments, cancellations, reinstatements etc. in support of the company’s objectives regarding profit and growth
• Coaching and upskilling of broker staff/system users

Detailed duties & responsibilities

•     Manage allocated portfolio growth, retention, profitability and any other business relevant factors and agree growth plan
•     Reporting on performance against agreed targets 
•     Identify and develop sales opportunities
•     Ensure a consistent and detailed understanding of the sales targets, goals, performance levels, products, business rules and conditions
•     Ensure a consistent detailed understanding amongst brokers of their growth targets, goals, performance levels and available products
•     Establishing strategies to further grow the portfolio and contribute ideas, leadership and innovation 
•     Utilise technology to manage data and the performance of the portfolio under management 
•     Analyse data and regularly ensure that rating structures are aligned with products, underwriting criteria and risks.
•     Identify and drive areas of service levels opportunities (review administration procedure in broker office)
•     Engaging with underwriting and finance teams
•     Serves as the primary contact for operations, systems, training, audits as well as liaison for resolving issues
•     Ensure alignment of quality standards and alignment of business processes 
•     Ensure brokers operate within agreed mandates
•     Comply with corporate governance policies, procedures and standards
•     Identify and drive opportunities to improve and enhance product and service offerings 
•     Keep abreast of market conditions and trends and relevant industry regulations 
•     Ensuring credibility with brokers by maintaining detailed knowledge of current market conditions and competitors’ products
•     Resolve customer and broker complaints and queries where necessary
•     Drive increased utilisation of online and any other self-service platforms 
•     Collaborate and work with support units to deliver required service levels
•     Co-ordinates and delivers new and on-going training on products, processes and systems
•     Implement retention strategy
•     Create a culture of service excellence both internally and externally

What will make you successful in this role?
QUALIFICATIONS AND EXPERIENCE

•     Completed grade 12 or equivalent certificate 
•     FAIS credits 150 
•     RE5 & rep registration would be advantageous
•     Experience in sectional title market would be advantageous
•     Minimum 5 years Commercial, Agri or UMA underwriting experience

SKILLS

•     Ability to understand client base related requirements and to conceptualise and develop relative support 
•     Good understanding of value chain in order to implement cost savings and maximise profitability 
•     Working knowledge and good understanding of all operating and strategic processes, re-engineering and design 
•     Project management skills 
•     Change management skills 
•     Understands value chain principles and management concepts 
•     Working knowledge of financial management, accounting, information systems and marketing 
•     Strong business orientation with commercial and financial skills. 
•     Computer literate in data manipulation, i.e. Excel as well as technology in general 
•     Strong networking and relationship building skills 
•     Negotiating skills 
•     Decision making abilities 
•     Technical claims and underwriting skills 
•     Risk management skills 

KNOWLEDGE

•     Sound knowledge and experience in claims, underwriting and credit control

Knowledge and Skills

• Profitable Underwriting
• Client service (complaints/queries/ investigations/advice)
• Coaching, training and quality management
• Reporting and adhoc meetings

Personal Attributes

• Decision quality - Contributing independently
• Persuades - Contributing independently
• Action orientated - Contributing independently
• Business insight - Contributing independently

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WHAT WILL YOU DO

• The Towing Service Consultant will fulfil duties such as creating payment orders for all regions within Santam. Contact relevant stakeholders and advise on benefits as well as strategic objectives. 

This role will also include the following:

• Review caption on Dreamtec, and compare with notification request  
• Verify Supplier details if supplier is a Santam contracted / non-contracted supplier.
• If supplier is not contracted with Santam, notify the claims service consultant, to start with Non-contracted Towing process.
• If supplier is contracted with Santam, identify if the supplier qualifies for an incentive
• If supplier is contracted with Santam, search the supplier on JDE, load the amount due to the supplier and submit the order 
• All towing arranged on Dreamtec, an admin fee to be loaded in respect of first Assist. 
• Invoices received in the Towing mailbox, to be looked at accurately before processing, or referred to the relevant stakeholders.  
• Queries received in the towing mailbox, to be looked at accurately before feedback can be provided.
• All Claim Center claims an activity to be actioned to add quote, and same process applies from step 1 to 6.

 
DUTIES AND RESPONSIBILITIES

• Telephone and e-mail Management
• Being professional on phone and e-mails always
• Make appropriate selection on JDE for claims as per systematic requirements governed by the policy terms and conditions.
• Servicing our Suppliers including: adherence to prompt responses on all verbal and written correspondence, general queries and claims management, monitoring and reviewing of mailboxes daily to action tasks in a prompt and efficient manner and relationship building.
• Ensuring performance standards are met against KPI’s and KPA’s
• Attending all training schedules as required

 
QUALIFICATIONS AND EXPERIENCE

• Matric
• Minimum of 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 (do you experience in negotiatingTowing 
• JDE / Dreamtec / Claim Center experience will be beneficial 

 
SKILLS AND KNOWLEDGE

• Insurance process knowledge
• Success in working with cross-functional groups both internal and external to the organization. 
• Excellent communication both verbal and written
• MS Office and proficiency with Santam systems and processes
• Computer literacy
• Attention to detail and accuracy
• Problem solving skills
• Negotiation skills

COMPETENCIES

• Drives results
• Deciding and initiating action
• Collaborates
• Client focus
• Flexibility and adaptability
• Action orientated
• Situation adaptability
• Optimises work processes
• Emotional intelligence
• Critical thinking
• Curiosity with creativity