Client Service Custodian at Santam Insurance

Job Description

The purpose of this position is to attain and maintain internal and external stakeholder relationships (intermediaries, customers, service providers, regional sales teams, motor and non-motor claims teams, client care, portfolio and key account managers, etc.), investigate claim escalations, aid with claim enquiries and attending to customer insight feedback in order to identify service gaps, customer insight, drive customer experience and continuous improvement within the Motor claim environment.

Key Responsibilities

• Identifying hurdles and areas of improvement preventing business unit from achieving their day-to-day targets/goals/touchpoints. 
• Document and share actions plans by focusing on experimenting with new ideas on a small scale, taking learnings from these experiments and making small improvements on a daily basis
• Continuous Improvement - push customers down the funnel, and bring them one step closer to finalizing their claim by aiding with improvements and documenting reduced turnaround times and service level agreements, through process improvements
• Management of compliance to process SOP’s and SLA’s
• Management of good and poor customer insight and ensure customer insight targets are met
• Ongoing communication with Business Partners (internal & external)
• Ensure continuous streamlining of business processes
• Conduct root cause analysis and provide feedback to the relevant parties to find a solution
• Act as a bridge between clients and their business unit for motor
• Interact with clients/brokers through email, telephone, and in-person meetings
• Build relationships with key stakeholders and inform them of any changes within the environment which could affect the client’s experience
• Escalation of claims to the correct channels and manage complaints until resolved
• Tracking and reporting on operational complaints
• Meeting with VIP brokers in order to align them to the Motor strategy (Leverage off data dashboards to create broker packs)
• Constructive interaction in order to resolve customer concerns, operational challenges and add value at various customer touchpoints

Trends and Association channels:

• Customer Insight
• Close the service and experience loop on all Complaint channels – prevents functions for claim to progress and go forward
• National Santam Complaints Report
• OSTI Complaints
• Stakeholders Operational challenges/obstacles (staff, brokers and clients)
• Pain points in Clients Journey 
• Motor Body Repairer Customer Insight dipstick
• Direction of Spend
• Claims Service Consultant TAT
• Assessment TAT
• Repair TAT
• Communication/service areas of improvement
• Applying Lean principles of fact finding (going to look and see for one’s self)

Metrics:

• Complaints Volume
• First response TAT
• Resolution TAT
• Frequency per trend
• Execution on projects to reduce certain trends
• Continuous Business Improvement
• Reporting: daily, weekly, monthly
• Monitor broker and client behaviour by analysing and translating information into knowledge for planning, decision-making and management of clients and brokers within claims by understanding segments, needs and facilitate where conflict is created within value offering
• Set, maintain and adhere to quality and customer experience standards in line with company and industry standards
• Communicate and enforce existing Santam policies, procedures and methodologies with brokers and clients to ensure adherence in line with claims policy and philosophy

Qualifications and Experience

• Matric/ Grade 12
• Degree, Diploma or Certificates in Business Process Improvement, change management, conflict management
• Customer centricity and insights experience
• Five (5) years’ experience in the motor and Short term Insurance industry (short-term insurance claims experience will be an advantage)

Personal attributes

• Information Seeking
• Analytical Thinking
• Directiveness
• Initiative
• Flexibility
• Client focus
• Cultivates innovation

Competencies

• Proven computer literacy including advanced MS Excel, MS Powerpoint & MS Word
• Ability to interact with diverse audience range
• Excellent analytical skills
• Excellent interpersonal skills
• Behavioural and situational analysis
• Skills in conducting and marketing Internal and External Communications

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.