Ensure customers receive a high quality, low effort customer experience, through processing all customer documents in a timely manner. Be available to attend to customer enquiries and achieve Key Performance Indicators in a compliant manner.
Customer Management Help manage customer by carrying out standard activities to complete the customer request. Building and maintaining relationships with dependencies to help assist with customer's communication. Take ownership of each customer interaction including past, current or potential needs or issues. Proactively work with Management to reduce escalations and complaints by taking ownership of issues as they arise. Respond professionally to client complaints, queries and claims within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Data Collection & Analysis Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Work Scheduling and operational compliance Organise own work schedule in order to get the job done, coordinating with support services and completed work within TAT. Ensure that customer effort is minimised through proactive use of diary management and follow up activities. 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 Ensure all Business bulletins and communications are understood and actions implemented. Document Management Create, organise and maintain files containing the correspondence relating to policies and matters. Document Preparation Prepare and manage claim documentation for customers. Ensure that customer documentation are processed in a timely, efficient and knowledgeable manner in support of our low effort customer experience methodologies. Be available to process documents from customers by adhering to daily rosters. Personal Capability Building 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. Seek to increase own product/process knowledge in order to provide exceptional levels of customer service. Identify personal goals, actions and development opportunities that help in the achievement of Business goals and KPI’s. Actively participate when attending development workshops. Compliance Work within standard compliance systems and report simple non-compliance issues. Adhere to all Business and regulatory requirements and company values/principles.
Grade 12 / SAQA Accredited Equivalent (Essential)
1-3 years experience in an administrative role (Essential); Experience in the Short-Term Insurance industry, preferably in a contact Centre (Advantageous).
Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africa’s leading and innovative financial institutions.
These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms.
Our origins go back to 1 June 1985, when Auto & General Insurance was launched into the South African market. We have since grown into a group of subsidiaries of which Auto & General now forms a part.
Today, we own some of South Africa’s most loved and recognisable brands, each finding a better way to give their unique group of customers peace of mind.
We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans they’re working so hard for.
We’re proven pioneers with a hunger for doing and being the best we can, bringing customer-focused innovation and service excellence to the financial services industry.
We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.
TIH is a licensed controlling company.
