Job Description

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Obtain and capture information from insured or designated persons for purpose
of settling claim with insurance carrier.

To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Responsibilities

Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions
for first call resolution and completion of customer request and executed
according to the required standard.

Data Collection & Analysis
Ask questions, gathers relevant information to assist to resolve customer
request.

Administration
Update policy information e.g change of address, change policy holder details,
banking details and attend to the customer request on a range of policy related
issues.

Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules
and SLAs.

Up-sell Customer Propositions
Identify the products or services that best meet the customer's stated needs,
explain the selection to the customer, and influence the customer to make a
purchase.

Correspondence
Respond to routine requests using telephonic conversation or emails and to
more unusual requests by editing templates to create customised responses
(internal and external).

Work Scheduling and Operational Compliance
Organise own work schedule each day in line with changing priorities. Follow a
range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Document Management
Create, organise and maintain files containing the correspondence relating to
policies and matters.

TASKS
Capture and update customer information into database systems.
Review insurance policy to determine coverage, amend cover or up-sell on
additional cover.
Organise or work with detailed records, using computers to enter, access, search or retrieve data.

BEHAVIORAL COMPETENCIES
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations.
Consistently goes above and beyond to understand customer requirements and surpass their expectations.

Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example,
takes time to build rapport in meetings; speaks about common interests and
priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems.

Manages Conflict
Handles conflict situations effectively, with a minimum of noise. For example,
takes a positive approach to conflicts; helps dispel tension; seeks guidance and feedback on managing conflict; delivers controversial viewpoints candidly and sensitively; does not take arguments personally.

Drives Results
Consistently achieves results, even under tough circumstances. For example,
devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.

Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For
example, skillfully handles disruptions, obstacles, and emotional or stressful
situations and nevertheless makes steady progress; seeks insight into the
situation, reduces tensions, and finds optimal solutions. Swiftly recovers from
significant setbacks.

Communicates Effectively
Develops and delivers multi-mode communications that convey a clear
understanding of the unique needs of different audiences. For example, listens
attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Decision Quality
Makes good and timely decisions that keep the organisation moving forward. For example, seeks coaching from others to address routine problems; learns to handle these issues effectively. Bases decisions and actions on relevant rules and procedures.

Ensures Accountability
Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Plans and Aligns
Plans and prioritises work to meet commitments aligned with organisational
goals. For example, gains a clear understanding of the main tasks needed to
complete work in the right sequence. Identifies the support and resources
needed to carry out plans; delivers on time at an acceptable quality level.

SKILLS
Verbal Communication
Uses clear and effective verbal communications skills without supervision and
provides technical guidance when required on expressing ideas, requesting
actions and formulating plans or policies.

Numerical Skills
Uses an understanding of numerical concepts to perform mathematical
operations (but not constant supervision).

Computer Skills
Supports business processes without supervision by understanding and
effectively using standard office equipment and standard software packages,
while providing technical guidance as needed.

Basic computer skills required, Microsoft Outlook ( Basic)

Planning and Organising
Works without supervision and provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet
business objectives.

Policy and procedures
Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives.

General STI industry policies and procedures

Action Planning
Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Data Collection and Analysis
Works under guidance (but not constant supervision) to analyse data trends for use in reports to help guide decision making.

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

Education

Grade 12/ SAQA Accredited Equivalent (Essential); RE 5 (Essential); Wealth Management Qualification (Advantageous)

Experience

I year call centre experience in the Short term insurance industry (essential) or 3 years call centre experience in Financial services industry.

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.