Broker Support Agent Claims at Telesure Investment Holdings (TIH)

Job Purpose

• Manage and process claims by working together as a team to guide the broker / policyholder along the claims process, investigate the claim for legitimacy and the extent of the damage, and eventually approve or deny a claim based on the insured's claim filing paperwork, their coverage, and other factors.

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.

Education

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

Experience

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