Admin & Sales Assist at Transact and Protect Insure (TPI)

About the job

ROLES & RESPONSIBILITIES

The ideal candidate will be a proactive and strong self-starter with great attention to detail. A relevant business, administrative and/or marketing degree would be essential and a continued desire for professional development. The candidate needs to have a grasp of the financial services industry and a keen interest in FinTech, InsurerTech and innovation. You would receive a remuneration package that would be commensurate with your experience. The remuneration would be structured as a basic monthly cost to company.

 

Key responsibilities:

● Greet customers (face-to-face, on the phone, or via live chat)

● Identify customer problems and provide appropriate solutions

● Check voicemail, chat, and/or electronic cue frequently to identify customers who need service

● Proactively follow up leads and reach out to understand customers’ problems

● Create/update help tickets to document customer interactions

● Escalate complex support issues to higher level supervisors/manager

● Provide information about product claims specifications

● Interact with other internal departments to resolve customer issues

● Provide internal feedback regarding reoccurring issues (e.g. improper packaging, internal miscommunication) that can affect customer satisfaction

● Train/support other representatives within the team

● Create and keep up to date system, client and product manuals

KEY PERFORMANCE AREAS

● Ensure all customer queries are resolved in an appropriate timeframe

● Ownership and adherence to operational benchmarks (eg First time response rates, query escalation rate)

● System and process training for TPI clients

● Assist the technical team in identifying changes to and/or new functionality

● Broker reporting

● General administration functions when required

 

SKILL REQUIREMENTS & EXPERIENCE

● Relevant business degree, ideally Business Sciences / B.Com

● Customer service experience

● Long and short term claims experience

● Client liaison and support experience

● Excellent prioritization and analytical skills.

● Take responsibility for the image of the company.

● Ability to maintain a friendly and professional demeanour when interacting with customers.

● Good knowledge of appropriate software’s, tools, and techniques to deliver excellent support.

● A proven track record of transforming problems into solutions.

● Excellent verbal and written communication in English

● Marketing, preparation of power point presentations and proposals

● Experience in and knowledge of the distribution of financial services risk products (short-and long term)

PERSONAL COMPETENCY REQUIREMENTS

● Passion for financial services and technology

● A self-motivated “go getter” who will deliver upon the company’s growth objectives

● Delivery and deadline focused with excellent management skills and attention to detail; ability to coordinate and multitask

● Goal orientated and target driven

● Ability to work independently and as part of a team; flexible team player

● Ability to interact with clients and ensure excellent service delivery

● Ability to adapt and understand new ways of working

● Constant personal improvement to be the best you can be; ability to grow with a young business

● Excellent communication skills

● Calm and effective approach to all obstacles and scenarios

 

KEY RELATIONSHIPS & INTERACTIONS

● COO / CEO

● Legal & Compliance

● Business Development and E-Commerce

● Clients (Affinity Partner and brokers)

● Insurance Company Partner (e.g. Underwriting Companies)

● Technology Providers & Platform

● Merchants (e.g. Airlines, Online Travel Agents, Online Retailers)

SOFTWARE EXPERTISE

XLSX - excellent

Word - excellent

PowerPoint – excellent

MEDIA

● It will be to your advantage if you have a good understanding and interest in the implementing of digital marketing strategies including integration with various forms of media, social networks and performance marketing platforms.