Latest Vacancies at Telesure Investment Holdings (TIH)

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 Focus:  

• Builds strong customer relationships and delivers customer-centric solutions.  

Interpersonal Savvy: 

• Relates openly and comfortably with diverse groups of people.  
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease. 

Instil Trust:  

• Gains the confidence and trust of others through honesty, integrity, and authenticity. 

Ensures Accountability:  

• Holds self and others accountable to meet commitments.  

Persuades:  

• Uses compelling arguments to gain the support and commitment of others.  
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise. 

Being Resilient:  

• Rebounds from setbacks and adversity when facing difficult situations. 
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity. 

Communicates Effectively:  

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.  
• Shares information that people want to know; gives appropriate context and details when speaking. 

Plans and Aligns:  

• Plans and prioritizes work to meet commitments aligned with organizational goals. 
• Makes skillful use of resources and support to deliver efficient, high-quality work. 

Manages Conflict: 

• Handles conflict situations effectively, with a minimum of noise.

Requirements

General Education:  

• Matric / Grade 12 or SAQA Accredited Equivalent (essential) 
•  Regulatory Exam 5 (essential) 

General Experience: 

•  1 year telephonic sales experience (essential) 

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JOB PURPOSE

• Review and resolve escalated claims outcome related disputes in a fair and equitable manner. Contribute to the safeguarding of the organisations reputation by mitigating risk relating to disputes.

RESPONSIBILITIES

Solutions Analysis

• Reviewing a claims outcome and/or customer complaint. Taking into account policy terms and conditions, ombudsman stances, legislation regulation etc to determine the correct outcome for the external customers.

Customer Service

• Responsibilities may include processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints. Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management. Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.

Needs Clarification

• Ask relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.

Operational Compliance

• Ensure all work meets operational, technical and financial results and/ or targets as and when required. Deliver on TCF principles in alignment with regulatory requirements. Identify instances of non-compliance with the organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies. Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education.

TECHNICAL COMPETENCIES

Verbal Communication

• Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Compliance

• Provide technical guidance when required to achieve full compliance with applicable rules and regulations in area of specialty. Ombudsman Stances; Policy Holders Protection Rules.

Policy and procedures

• Monitor, interpret and understand policies and procedures, while making sure they are aligned to objectives.

Writing skills

• Use clear and effective writing skills to express ideas, request actions and formulate plans or policies.

Customer Service Delivery

• Apply skills and knowledge to meet high customer service standards.

Analytical Processes

• Review disputes using appropriate analytical processes and procedures.

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

Presentation skills

• Communicate with other people by speaking in a clear, concise and compelling manner.

Computer and System skills

• Support by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office.

Requirements

EDUCATION

General 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

General Experience

• 3 or more years’ experience in an insurance and claims environment (Essential);
• Dispute resolution experience (Advantageous);
• Legal background within an insurance industry

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Description

• Create engaging and compelling learning experiences and products whilst considering the entire learning journey, from initial communication to feedback and evaluation.
• This can involve anything from creating and designing courses and learning materials to developing assessment tools and evaluating the effectiveness of learning programmes as well as developing experiences and products that help to ensure that our employees remain future-fit.
• The learning experience designer assists in the creation of learning solutions and products to address business changes, important audit findings, compulsory training and skills development (e.g. leadership training).

Requirements

• General Education Matric/SAQA Accredited (Essential);
• BA/BS - degree in Instructional Design, Cognitive Psychology, English, Technical Writing, Communications, related field or equivalent experience (Essential);
• User Experience Design, Design Thinking, Graphic Design Certification (Advantageous)

EXPERIENCE

• General Experience 2-year’s experience in building eLearning content on Articulate 360 (Essential);
• Demonstrate effective stakeholder management (Essential);
• Knowledge of Instructional Design principles (Essential);
• 1-year experience in creating media on Adobe suite (eg. After Effects) (Advantageous);
• Experience in running focus groups and content evaluation (Advantageous)

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 Focus:  

• Builds strong customer relationships and delivers customer-centric solutions.  

Interpersonal Savvy: 

• Relates openly and comfortably with diverse groups of people.  
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease. 

Instil Trust:  

• Gains the confidence and trust of others through honesty, integrity, and authenticity. 

Ensures Accountability:  

• Holds self and others accountable to meet commitments.  

Persuades:  

• Uses compelling arguments to gain the support and commitment of others.  
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise. 

Being Resilient:  

• Rebounds from setbacks and adversity when facing difficult situations. 
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity. 

Communicates Effectively:  

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.  
• Shares information that people want to know; gives appropriate context and details when speaking. 

Plans and Aligns:  

• Plans and prioritizes work to meet commitments aligned with organizational goals. 
• Makes skillful use of resources and support to deliver efficient, high-quality work. 

Manages Conflict: 

• Handles conflict situations effectively, with a minimum of noise.

Requirements

General Education:  

• Matric / Grade 12 or SAQA Accredited Equivalent (essential) 
•  Regulatory Exam 5 (essential) 

General Experience: 

•  1 year telephonic sales experience (essential)