Commercial Claims Consultant at Brolink

Duties and Responsibilities:

•   Capturing of all new claim where applicable.
•   Capturing of new claims with Insurer(s) where applicable.
•   One point of contact for the client/broker and adherence to first call resolution.
•   Delivering of exceptional client service that exceeds customers’ expectations through proactive, innovative and appropriate claims handling.
•   Ensuring that customer claims are handled efficiently.
•   Verifying FNOL data and/or documentation provided to ensure correct settlements of claims.
•   Attending to validation and first call actions on all claims within 1 working hour after registration.
•   Achieving minimum targets where applicable.
•   Maintaining appropriate diaries and messages on the operating system.
•   Client input and communication is an integral part at the start of the entire claims value chain, ensuring that complete and accurate data/documentation is obtained and captured. This determines the direction of the claim to the entire claims value chain.
•   Effectively maintaining oversight of all relevant claims tasks and managing the claims handling process to achieve timely settlement and to minimise inaccuracies.
•   Identifying, investigating and resolving any issues relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.
•   Accurately checking/determining whether appropriate cover is in place, interpreting of policy wordings and conditions to determine the validity of claims and advising the broker/policyholder accordingly.
•   Identifying potential non-disclosure and misrepresentation cases and following Insurer’s procedures to deal with these situations.
•   Identifying any red flags on claims which are potentially fraudulent and following Insurer procedures for dealing with these.
•   Identifying when a specialist is needed to investigate a claim and following Insurers policies and procedures for appointing these.
•   Identifying possible recovery and third-party claims and linking the claims to the legal department upon registration.
•   Negotiating effectively within agreed mandate limits using an appropriate negotiation style.
•   Being familiar with the Insurers estimate philosophy and applying them accordingly.
•   Adhering to Brolink’ s guidelines for referral of claims to management (e.g. large losses)
•   Selecting and appointing external experts/vendors following Insurer’s procedures and authority levels.
•   Utilising preferred service suppliers when dispatching service to clients in line with BBEEE targets e.g. Spend direction tools.
•   Assisting with emergencies and afterhours processes for outsourced business.
•   Minimizing cash settlements vs utilization of preferred suppliers for settlement by managing the percentage of cash versus quantum.
•   Demonstrating an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.
•   Salvage collection and management of timelines on salvage claims.
•   Meeting of set deadlines.
•   Validating claims according to the department structure.
•   Delivering strategic results in term of the Brolink Vision and Mission.
•   Attending of weekly team meetings, participation on one-on-one discussion and other meetings required from time to time.
•   Aligning own behaviour with the organisation culture and values.
•   Demonstrating commitment toward the team and participate in building team culture.
•   Collaborating and working closely with all role players thereby leveraging constructive team dynamics and innovation.
•   Identifying and recommending areas/ways to improve processes.
•   Proactively ensuring the most effective use of time, resources, money, materials or equipment in line with policies and procedures.
•   Complying with corporate governance policies, procedures and standards.
•   Proactively suggesting improvements in customer services where applicable.
•   Building relationships with all stakeholders, including brokers and service providers, to best support the company shared goal to achieve profit.
•   Managing own development to increase own competencies.
•   Adhering to the company policies and procedures and contracted performance agreement.

QUALIFICATIONS AND EXPERIENCE
Qualifications
Minimum Requirements:

•  Matric is an essential requirement
•  FAIS Credits (as per FAIS requirement)
•  Must be Fit & Proper in terms of the FAIS Act
•  Regulatory Exam: Representatives
• Must not be debarred with FSB
• Work Experience

Minimum Requirements:

•  2 – 5 years’ experience: Commercial lines claims experience with all types of Motor and Non-Motor claims.
•  Full function claims administration (registration of claim, appoint assessors, read assessors report, make decision on claim up to payment of claim)
•  Experience in the financial services industry or short-term insurance industry

TECHNICAL COMPETENCIES
Minimum Requirements:

•  PC literate – Microsoft Office products skills (Outlook, Word, Excel)
•  Good typing skills (accuracy & speed)
•  Sound knowledge of Insurance principles
•  Websure system experience will be an advantage, but not a requirement.

ATTRIBUTES

• Attributes required for the position include but are not limited to:
•  Positive
•  Planning, organising, follow up (time management)
•  Stress tolerance, resilience
•  Client service orientation
•  Attention to detail.
•  Sound interpersonal and communication skills with the ability to relate at all levels
•  Telephone etiquette
•  Decision-making skills (with regards to claims)
•  Excellent communication skills (verbal, listening skills and written)