Job Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

• Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

Responsibilities

• Customer Management
• Help manage customer by carrying out standard activities to complete the customer request. Building and maintaining relationships with dependencies (for example; Loss Adjusting, Towing etc) to help assist with customer's communication.

Data Collection & Analysis 

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.

Work Scheduling and operational compliance 

• Organize own work schedule in order to get the job done, coordinating with support services and completed work within TAT.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
• Correspondence
• Respond to routine requests using telephonic conversation or emails (internal and external).
• Document Management
• Create, organize and maintain files containing the correspondence relating to policies and matters.

Document Preparation

Prepare and manage claim documentation for customers.

• Up-sell Customer Propositions
• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional cover.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing (Advantageous)
   

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Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimising operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team. Provide development and investigative support to relevant stakeholders.

Responsibilities

• Carry out a range of customer support activities, including handling customer cases and enquiries that are more complex or outside the norm.
• Contribute to development of existing and new applications by analysing and identifying areas for modification and improvement. Contribute to development of new applications to meet customer requirements.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.
• Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.
• Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
• Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.

Education

• School Grade 12  (Required)

Experience

• Basic experience of simple office / operational systems (4 to 6 months).
   

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Job Purpose

• As a Business Partner at TIH Advisory, you will play a crucial role in giving businesses and individuals peace of mind, through comprehensive insurance solutions. We are seeking motivated professionals with a proven track record in commercial insurance advisory services.

Responsibilities

• Conduct thorough needs analysis and advising clients on suitable insurance solutions.
• Develop and implement customized insurance solutions strategies to meet clients' commercial and personal insurance needs.
• Provide ongoing support and guidance to clients, reviewing their portfolio regularly and adjusting as needed.
• Build and maintain strong relationships with clients through proactive communication and exceptional service.
• Stay informed about industry trends and regulations, continuously enhancing your knowledge and skills to better serve clients.
• Collaborate with team members to achieve collective goals and contribute to the overall success of the organization.

Education

• RE 5 (Essential); Bachelor's degree in Finance, Business Administration, or related field (for recent graduates); Preferred; Short-Term Insurance certificate (preferred)

Experience

• Minimum 2 years of experience in financial advisory services  (Commercial & Non-life preferred); Proven track record of success in insurance sales and client relationship management; Strong understanding of insurance products and industry regulations; Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients; Demonstrated ability to work independently and collaboratively in a fast-paced environment
   

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business related degree / diploma (Advantageous); STI Qualification (Advantageous); RE compliant (Advantageous); FAIS compliant (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
   

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Job Purpose

• Deliver and support sound quality of claims decision making, prevent fraud and manage expenditure through the validation of claims by using expert abilities in various fields of investigation.

Responsibilities

Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues. Validate claims by investigating, applying expertise, utilising resources (e.g. police, supplier etc.) and interviewing customers as well as other parties.
• Analyse specific problems and issues to
• find the best solutions. Solutions could be technical or professional in nature.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim. Ensure effective costing of claimed items through ensuring professional, thorough investigation of claims. 
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Uphold agreed service level agreements (set turnaround times) and ensuring customer satisfaction and retention.

Stakeholder Engagement

• Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.

Work Scheduling and Operational Compliance

• Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services. 
• Ensure claims are finalised within the set parameters (turnaround time, terms
• and conditions applied accurately).

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
• Ensure accurate administration and underwriting of claims.
• Maintain an acceptable claims expenditure
• ratio by finalising and adjusting claims accurately.

Compliance

• Identify shortcomings in compliance processes, systems and procedures, and develop ad hoc solutions to problems within an assigned unit or discipline.

Up-Sell Customer Propositions

• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional cover.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Remain up to date with current and new quality standards and product knowledge to enable effective decision making.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination (Essential); Science (Mechanical / Physical), Mathematics and African Language (Advantageous); Forensic Investigation Diploma / Insurance Institute qualification (Advantageous)
   

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Job Purpose

• To lead a team of dedicated, specialist Claims staff in order to obtain the lowest possible claims cost while delivering consistently high levels of service to every customer.

Responsibilities

Key Relationships
Internal

• Direct reports (Consultants), Peers (Team Leaders) and Senior Managers. Both on and off shore environments.
• Internal Assessors and Procurement specialists in Australia
• Internal Dispute Resolution and Compliance teams
• Quality Assurance, Training and Other Claims teams
• People and Culture

External

• Suppliers and Service Providers
• Customers

Accountabilities

• Develop, coach and motivate a team of Claims Consultants in order to meet and exceed, agreed objectives and within required framework
• Lead and monitor the team to execute a high standard of service and process adherence
• Monitor and support the management of a portfolio of claims, including:
• Workload prioritisation and allocation
• Claim review and authorisation, process adherence
• Technical product, process and system and compliance support
• Performance and progress reporting, communication and monitoring
• Ensure business specific requirements adhered to. (Best Process Practise)
• Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
• Provide detailed input into on-going process, system development, product opportunities and process enhancement
• Provide input into staffing requirements and recruitment
• Monitor daily BAU performance against expectations, targets and improvement.

Expected outcomes of the role include

• Improved claim processing cost
• Exceptional levels of service delivery for each and every customer
• High and sustainable standards of quality results
• Highly engaged, capable and professional team aligned to the company values
• Highly effective working relationships with key stakeholders (internal & external)
• Relentless pursuit of target achievement and above.

Prerequisite knowledge & experience

• Previous Leadership or equivalent experience (at least 2 years)
• Some claims experience (at least 2 years)
• Proven ability in leading and motivating people
• Demonstrated ability in managing critical stakeholder relationships
• Ability to effectively analyse and resolve problems
• A core focus on customer outcomes and relations
• Ability for attention to detail
• Ability to innovate and be creative in developing processes and procedures
• Ability to effectively manage conflict and negotiate where required

Personal Attributes

• Demonstrated capacity for self-management and collaborative decision-making when required
• Effectiveness in ensuring management decisions are carried through and monitored effectively
• Ability to positively accept and promote change
• Ability to manage time effectively, prioritise tasks, work under pressure and meet critical deadlines
• High level written and oral communications skills
• Demonstrate a high level of maturity
• Consistent adherence and demonstration of the Company values

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• 2 years working experience in a similar role.
   

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Job Purpose

• Ensures vehicles are effectively and timeously towed to the agreed destinations, in line with TIH policies and procedures. Generate cost savings for TIH and the customer by negotiating the towing costs with non-suppliers.

Responsibilities

Administration

• Administer the towing of vehicles correctly and efficiently within the specifications of TIH policy terms and conditions. Facilitate the timeous and accurate payment of MBR’s to ensure an effective relationship is maintained.

Contract Management

• Ensure thorough knowledge of service level agreements with contractors in order to ensure efficient cost utilisation and service delivery.
• Client & Customer Management (Internal)Maintain and build relationships with key stakeholders (Towing contractors, SMD’s, Yards, Motor body repairers (MBR’s), Claims and Assessing Environment etc.).Client & Customer Management (External)Render a claims-related service within a turnaround time that is acceptable to customers and conforms to company SLA’s. Ensure effective customer service through delighting customers.

Data Collection & Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Receiving audio instructions via radio/phone/computers. Establishing information for proof, validation or evidence. Asking questions to establish information required. Searching literature or other data sources. Noting unusual occurrences. Evaluating alternatives prior to decision.

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• Sound experience and understanding of straightforward procedures or systems (7 to 12 months) within a call centre environment. Towing experience is advantageous. None

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
   

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Job Purpose

• Assist and support the PM to develop and maintain intermediary relationships by assisting with intermediary queries. Administer and issue of policies, endorsements, new business and renewals. Direct and manage enquiries to other internal departments such as Risk Desk, FAC desk, Survey department and Claims department.

Responsibilities

Underwriting Management

• Support the underwriting of new business and renewal cases by verifying the completeness and accuracy of information and checking against standard rates, referring issues to senior colleagues when necessary.

Insurance Policy Administration

• Evaluate new and updated customer and policy information on the relevant systems and set up premium collections, liaising with the intermediary to clarify incomplete and potentially inaccurate information and referring unresolved issues to others.

Document Management

• Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Intermediary / Customer Service Management

• Carry out standard intermediary / customer service activities and handle simple customer enquiries.

Stakeholder Engagement

• Support stakeholder engagement by arranging actions, meetings, and events.

Compliance

• Work within standard compliance systems and report simple non-compliance issues.
• Comply with service level agreements and quality standards.

Personal Capability Building

• Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Continuous Improvement

• Contribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.

Data Management

• Support others by working on a variety of data management tasks.

Performance Management

• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.

External Communications

• Create positive experiences for clients by interacting courteously with them.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

• 1 – 3 years Financial Services industry experience (Essential); Short-term insurance product knowledge / intermediary experience (Advantageous).