Broker Liaison Officer at Santam Insurance

OPPORTUNITY

Santam Specialist Claims Services has a position available for the Broker Liaison Officer who will be based in Cape Town, Tygervalley Head Office.

What Will You Do

The position requires the skills of a dynamic, service-orientated individual who has experience in Short Term Insurance, specifically in a Legal, Claims environment. The Broker Liaison Officer will be responsible for assisting in the formation and execution of the Client Experience strategy for Specialist Claims Services and collaborating with Broker Liaison Officers from other Regions to ensure alignment with the Division strategy.

The Broker Liaison Officer will work with the Cape Town Legal Branch Management Team to address service needs of stakeholders (such as, Broker Services South, Intermediaries, Third Parties and Santam staff). They will also act as query or complaint resolution and feedback owner and will prepare and provide stakeholder feedback on recoveries and indemnities statistics, service, and processes virtually and in person therefore the ability to travel is essential.

What Will Make You Successful In The Role

• Monitor complaints/queries and compliments within the Cape Town Legal Branch;
• Provide continuous feedback to various stakeholders on service trends;
• Conduct Broker visits, virtually or in person, to communicate existing and new processes/enhancements in the Legal branches to stakeholders;
• Develop and implement various service strategies to promote and continuously improve client experience in the Cape Town Legal Branch;
• Prepare and provide statistical feedback to Stakeholders on request.
• Promote Specialist Claims Services through the various broker touch points within Santam;
• Understand broker segmentation and broker needs for continuous improvement.

Qualifications And Experience

• Matric;
• 5-10 years short term insurance experience;
• Commerce/Legal degree or additional short term insurance-related qualifications will be an advantage;
• Own transport essential

KNOWLEDGE

• Comprehensive short term procedural and practice knowledge (especially related to Motor Vehicle Accidents);
• Comprehensive policy knowledge;
• Knowledge of applicable legislation and principles in law (e.g. law of apportionment of damages);
• Technical knowledge of the Internal Santam processes;
• Excellent Microsoft Office skills with specific focus on Microsoft Excel and PowerPoint skills.

COMPETENCIES

• Communication Management
• Training & Development
• Problem Solving
• Behavioural and Situational Analysis
• Insurance Process Knowledge
• Management abilities (Leading, motivating, planning & organizing)
• Quality Management
• Conflict Management
• Project Administration and Management
• Excellent Interpersonal skills