Service Consultant at Santam Insurance

Job description

Position Description

Santam’s Broker Services North – Mpumalanga Region has a position available for a Service Consultant who will be based in Middleburg, Mpumalanga.

Key Responsibilities

The Service Consultant customer role provides customer support that requires a unique understanding of a diversity of product and customer issues gained through significant experience.

The position acts as a resource to other customer support staff on systems and processes, providing training and responding to questions on own to address nonstandard situations. The Service Consultant should also be able to conduct basic root cause analysis to resolve customer queries.

Minimum Requirements

• Matric qualification
• Telephonic experience
• Minimum 2 - 3 years’ experience in short-term insurance
• FAIS compliance - 60 credits CL, 30 credits PL or 120 credits after year 2010
• RE 1

PRINCIPLE ACCOUNTABILITIES

• Provide customer service to customers requiring special attention
• Serve as first line of contact for customer queries
• Communicate with stakeholders to provide information, feedback and follow through on customer queries and/ or instructions to team
• Address unusual and non-standard customer issues
• Task related decision making within set policies and procedures
• Prepare and collate broker pack BS Optima
• Schedule appointments on request
• Manage e-mails via proxy
• Assist with logistics and events and broker forum management
• Manage office contracts (cleaning etc.)
• Provide reception services
• Manage stationery supplies and banking duties
• Direct brokers to deal with correct channels.
• Monthly management cost analysis – variance reporting
• Compile broker training lists and sends to training and facilitates ad hoc request

Skills

• Advanced Excel, Word, Qlkview
• Analytical skills
• Good communication skills (verbal and written)
• Communication/Interpersonal skills
• Planning skills

KNOWLEDGE

• Short-term insurance knowledge
• Competencies
• Analytical thinking
• Information seekinDrive for resultsFlexibility
• Initiative
• Emotional self-control
• Customer service orientation
• Self-confidence
• Teamwork and cooperation