Job Description

MOTOR SOS AGENTSantam SOS has a great career opportunity available for a Motor Contact Centre Agent who will be based in ParktownWHAT 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:
xc2xb7 Answering inbound calls and register claims telephonically, including emergencies and Value-Added Services.
xc2xb7 Follow compliance regulations for registration of claims that are not on the system, by creating an Incident and advise client of the disclaimer
xc2xb7 Natis checks/PDP checks/premium validations and various query typesKEY RESPONSIBILITIESxc2xb7 Telephone Management
xc2xb7 Being professional and answering the phone promptly always
xc2xb7 Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
xc2xb7 Process STP (Straight Through Processing) claims
xc2xb7 Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
xc2xb7 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
xc2xb7 Ensuring performance standards are met against KPI's and KPA's
xc2xb7 Be flexible and available as and when needed
xc2xb7 Attending all training schedules as requiredQUALIFICATIONS AND EXPERIENCExc2xb7 Matric
xc2xb7 Minimum of 3 years' experience in Short Term Insurance essential preferably claims
xc2xb7 Preferred candidate to be bilingual (English and Afrikaans)
xc2xb7 Excellent computer literacy - MS Office and Santam systems
xc2xb7 Strong client service orientationSKILLS AND KNOWLEDGExc2xb7 Insurance process knowledge
xc2xb7 Success in working with cross-functional groups both internal and external to the organization.
xc2xb7 Excellent communication both verbal and written
xc2xb7 MS Office and proficiency with Santam systems and processes
xc2xb7 Trauma handling skills
xc2xb7 Computer literacy
xc2xb7 Attention to detail and accuracy
xc2xb7 Problem solving skills
xc2xb7 Negotiation skillsCOMPETENCIESxc2xb7 Drives results
xc2xb7 Deciding and initiating action
xc2xb7 Collaborates
xc2xb7 Client focus
xc2xb7 Flexibility and adaptability
xc2xb7 Action orientated
xc2xb7 Situation adaptability
xc2xb7 Optimises work processes
xc2xb7 Emotional intelligence
xc2xb7 Critical thinking
xc2xb7 Curiosity with creativityWHO WE ARESantam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We're about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

Santam