BI Customer Relations Specialist at Telesure Investment Holdings (TIH)

The Business Insurance Customer Care Administrator contributes to the organisation’s goals by servicing customers through handling all administration related to, complaints, queries, and other specialised tasks to ensure effective resolution in the most cost-effective way. In contribution to the Business Insurance and Telesure strategy, the roll will strategically contribute to retention of customers, improved customer service and effective management of policies, thereby improving premium collections therefore impacting overall profitability.

Specification

• Respond professionally to client complaints & queries within agreed timeframes.
• Provide appropriate and timeous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention.
• Manage & maintain all BI & Liability Annual policies by ensuring invoicing is done on time at every annual review as well as when pro-rata is required.
• Manage all ad hoc reports relating to BI and Liabilities, e.g. Inspection report, BAR report, etc…
• Effectively monitor Absolute Trackers and strive to convert these policies back to comprehensive cover.
• Build and maintain relationships with internal and external stakeholders in a fair and responsible manner by living the Telesure Service Way in order to fulfil all customer needs.
• Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk with a high degree of attention to detail and quality.
• Collect, compile and interpret the statistics and trends from relevant systems for weekly / monthly reporting purposes.
• Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.
• Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation.
• Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
• Investigate and report back on root cause of service failures while resolving complex queries and refunds. Ensure that knowledge transfer happens through coaching or feedback to relevant consultants.
• Complete administrative tasks that involve: underwriting (surveys, requirements, cancellations), VIP customers & Broker consultants.
• Deliver the Telesure Service Way through personal effort and through others.
• Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

Essential

Requirements

• Grade 12 (Standard 10) with University Entrance (NQF4)
• RE / FAIS compliance.
• 1 – 3 years in an administrative / Customer Care / contact centre role within Insurance industry

Desirable

• A related degree / diploma.
• Experience in the Business / Commercial Insurance industry
• Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable)