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  • Posted: Feb 23, 2017
    Deadline: Not specified
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    Mutual & Federal is the oldest short-term insurer in southern Africa with a history that dates back more than 180 years. As one of the leading players in southern Africa’s short-term insurance landscape, we are justifiably proud of our tradition of service and quality, as well as our range of products - which are amongst the best on offer anywhere ...
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    Customer Service Representative: Multichannel FNOL IVR

    Job description

    Detailed Description

    • Contribute to the development of business by enhancing customer satisfaction.
    • Accurate & complete documentation of customer data leading to reduced rework & increased work efficiency.
    • Actively maintain accurate data & information for reference ofinternal stakeholders.
    • Meet SLA’s with internal stakeholders.
    • Support major changes to business, organization and function by acting as change agents.
    • Adhere to established policies & guidelines.
    • Providing1st hand correct information.
    • Providing information on claim status including various claim routing channels like SIU and Fast Track.
    • Mapping client information to company specified requirements
    • Adhere to specified standards, policies & procedures.
    • Proactiveidentification & highlighting of operational issues and implementation of improvements.
    • Support in implementing & following new systems and Best Operating Ppractices.
    • Use appropriate tools to track the use of time of resources, money, materials or equipment.
    • Focused approach to gathering & providing information
    • Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation Team spirit.
    • Be aware of capacity building initiatives & soft skills & product/process trainings (i.e. development programmes, sessions, mentorship, coaching etc.)
    • Align own behaviour with the organisation culture and values
    • Achieve own performance objectives
    • Actively participate in own professional development and career path.
    • Manage & deliver on expectation of direct client
    • Maintaining Customer Data integrity
    • Improve service though value adding by correct interpretation.
    • Provide customer services in line with quality and performance standards
    • Build positive customer relations and timely solve or escalate customer queries and complaints
    • Proactively suggest improvements in customer service and relations where applicable.

    Job Requirements

    • Matric/Grade12 from a reputed university.
    • Knowledge of MS Office & basic computer skills
    • Good Articulation
    • 1 year required in similar roles.
    • Preference with experience in short term insurance or call centres.

    Method of Application

    Interested and qualified? Go to Mutual & Federal on careers.mf.co.za to apply

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