Assessing Scheduler at Hollard Insurance

Role Objective:

• Dealing with daily scheduling and capturing of vehicle assessments for all the internal and external assessors.  Assist as support to the assessing department to ensure customer feedback and optimal service delivery.

Key Responisbilities:

• Ensure to reduce claims cost (i.e. upliftment instructions, assessor appointed within the agreed turnaround time without any delay) and to follow agreed process and adherence to relevant mandate.
• Driving towards service delivery and accuracy and ensure correct assessor is appointed for the relevant assessment. Have a follow up process in place to confirm receipt and to give feedback where necessary.
• Ensure that standard operating procedures are being followed and to request all relevant information from internal and or external assessor for accuracy of assessments.
• Update the line of business system with all relevant information and updating of financials timeously.
• Delivering a reliable administrative support and customer service and improving the overall customer relationship to all the business units.
• Acknowledging customers and brokers promptly and treating them in a courteous manner.
• Maintaining records and carrying out customer transactions within authorized limits and update systems regularly.
• If any documentation is outstanding for longer than the required SLA, to escalate to correct level for assistance.
• Ensure efficient and effective reporting back to clients, business units, repairers, assessors and assessing management
• Document all evidence for reference and specify if any escalations and or business decisions have been made.
• Effectively manage complaints according to the agreed process and ensure feedback to client and or account managers.
• Effective adherence to processes & quality standards according to the standard operating procedure and as measured by QA.
• Take ownership of queries and offer possible solution to the various stakeholders and of clients and ensure all urgent queries to be resolved.
• Provide feedback to clients and or internal stakeholders where relevant and needed and ensure assessors to follow through on queries.
• Ensure all messages left by clients and or other business units are being attended to within the agreed time limits.
• Liaise with service providers and other business units to ensure quality of customer management and to prevent rework

Required Knowledge and Experience    

• Telephonic
• Negotiation
• Conflict handling skills
• Basic business ethics and financial principles related to claims.
• Time management
• Change management.
• Short Term Insurance experience
• Experience in Motor Claims

Educational Requirements    

• Matric
• Higher Certificate in Short Term Insurance