Broker Support Agent Claims at Telesure Investment Holdings (TIH)

RESPONSIBILITIES

Insurance Claims Administration

• Carry out a range of information gathering and data processing activities to support the administration of insurance claims, including an initial review of claims documentation to identify further information needed and/or to allocate cases to the appropriate claims specialists/investigators.

Document Management

• Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Intermediary / Customer Service Management

• Carry out standard intermediary/customer service activities and handle simple customer enquiries.

Stakeholder Engagement

• Support stakeholder engagement by arranging actions, meetings, and events.

Compliance

• Work within standard compliance systems and report simple non-compliance issues. Comply with service level agreements and quality standards.

Personal Capability Building

• Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Continuous Improvement

• Contribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.

Data Management

• Support others by working on a variety of data management tasks.

Performance Management

• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.

External Communications

• Create positive experiences for clients by interacting courteously with them.

BEHAVIORAL COMPETENCIES

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Builds Networks

• Effectively builds formal and informal relationship networks inside and outside the organization. For example, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge. 

Requirements

EDUCATION

General Education 

• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS and RE5 qualification (Essential)
• Class of Business – product knowledge (Essential)

EXPERIENCE 

General Experience

• 1 – 3 years Financial Services industry experience (Essential);
• Short-term insurance product knowledge / intermediary experience (Advantageous); ROC experience (Advantageous)