Job Description

CAREER OPPORTUNITY

This career opportunity is available in Non-Motor Claims department and the successful incumbent will bebased at HoE.

WHAT WILL YOU DO?

The Contact Centre Agent will fulfil duties such as registration of claims, loading of Insurance and Value-AddedServices claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums.This role will also include the following:

Answering inbound calls and register claims telephonically, including emergencies and Value-AddedServices. Follow compliance regulations for registration of claims that are not on the system, by creating an incidentand advise client of the disclaimer. Natis checks/PDP checks/premium validations and various query types.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

Telephone Management Being professional and answering the phone promptly always Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they areanswered and resolved within stipulated time frames. Process STP (Straight Through Processing) claims. Registration and loading of claims as per systematic requirements governed by the policy terms andconditions. Servicing our clients including general routine calls, adherence to prompt responses on all verbal andwritten correspondence, general queries and claims management, monitoring and reviewing your dashboarddaily to action tasks in a prompt and efficient manner and relationship building. Ensuring performance standards are met against KPI's and KPA's Be flexible and available when needed. Attending all training schedules as required

QUALIFICATIONS AND EXPERIENCE

Matric At least 3 years' experience in a contact centre environment Preferred candidate to be bilingual (English and Afrikaans) Excellent computer literacy - MS Office and Santam systems Strong client service orientation

KNOWLEDGE AND SKILLS

Insurance Process Knowledge Trauma handling skills Computer literacy Attention to detail and accuracy. Problem solving skills. Negotiation skills


PERSONAL ATTRIBUTES
Communicates effectively - Contributing dependently. Decision quality - Contributing dependently. Action orientated - Contributing dependently. Optimises work processes - Contributing dependently.


CORE COMPETENCIES
Cultivates innovation - Contributing dependently. Customer focus - Contributing dependently. Collaborates - Contributing dependently. Being resilient - Contributing dependently. Drives results - Contributing dependently.

WHO WE ARE:

Santam 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 are 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 brief 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.
Please note that this appointment will be made in line with the Divisional Employment Equity targets.