Customer Relationship Manager at Bryte Insurance Company Limited

About the job

• Serve as the primary liaison between Bryte, and their clients or potential clients. To develop customer specific value-added services in conjunction with the Claims Operations and work as a customer champion ensuring that the role is conducted in the most effective, efficient way whilst delivering a customer centric claims service in a manner which supports the Bryte Values.

Key tasks & Accountabilities

• Helps develop and reinforce a customer-centric culture across the Claims Operations, which will include identifying the development needs of staff, access to customer information, the involvement in process design and the matching/build of appropriate customer solutions.
• Personally, mentors and develop the Claims Operations to fulfil the needs of the customer proposition - Seeks to understand and develop customer requirements as an integral part of the Customer Relationship Team, driving a comprehensive and consistent claims marketing strategy to help generate and promote/retain new and existing business.
• Seeks out resources to resolve performance issues, give technical guidance and necessary support and involvement at customer/broker/partnerships forums.
• The principle contact for the customer on any claims related issues or discussion points. - Build and maintain a customer/broker/market engagement strategy in conjunction with marketing and the Customer Relationship Team, which includes the management of expectations and the provision of specific customer insight.
• Ensuring and monitoring a seamless service is provided to customers, influencing many internal and external stakeholders without formal authority.
• Capture and accurately record actions arising from customer meetings, including changes to customer protocols, maintenance of issue logs/audit trail and populate the appropriate insight tools that contain market/customer intelligence
• Effective reporting and analysis

Success Measures

• To work towards and deliver both personal and claims business objectives
• Internal Engagement Score
• External Engagement Score
• Customer Satisfaction
• (Financial) Efficiency/Effectiveness
• Quality and compliance
• People Development

Skills & Competencies

• Communication & Interpersonal Skills
• Problem-Solving
• Analytical Thinking
• Organisational Skills

Relationship

Internal

• Engage/Influence and Inform Claims Management/Operations and Leadership Team Engage/Influence and collaborate with Claims procurement
• Engage/Influence and collaborate with Marketing and Customer Relationship Teams
• Engage/Influence and collaborate with Underwriting and Finance
• Engage/Influence and collaborate with Training Specialist
• Engage/Inform and collaborate with Audit and Compliance

External

• Engage/Inform and build strong relationships with Customers/Brokers/Intermediaries/Partners
• Engage, Influence and collaborate with Claims Vendors/service providers
• Collaborate with external auditors

Effective customer focus & Service

• Provide exceptional customer in line with Treating Customers Fairly Principles.
• Liaise with internal stakeholders to facilitate problem resolution and efficiency of work activities.
• Communicate with stakeholders on a daily basis to inform of progress of claims and claim policy and procedure.
• Deal with and resolve any queries relevant to area; if unable to resolve, escalate to manager for resolution.
• Represent the organization through maintaining high levels of professionalism, service excellence and customer excellence.
• Adhere to internal policies, processes and procedures.

Networking & Relationship Building

• Work with different people internally and externally to improve service, efficiency, and improve presentation of information.
• Attend relevant industry forums to ensure that the Company is adhering to relevant legislation and regulations and kept abreast of any industry changes relevant to Salvage.
• Manage service providers and partners to ensure that they adhere to negotiated rates and fees.
• Actively build, improve and maintain relationships with all stakeholders, i.e. internally and externally.
• Regularly meet with brokers, service providers, partners and other divisions to ensure challenges they may face are addressed.
• Act as a change agent and drive transformation and/or change initiatives within the claims environment.
• Ensure that relevant regulatory requirements are adhered to.

Business Accountabilities

• Relationship Management Liaising in a professional manner with brokers, suppliers, industry bodies and other insurers in respect of claims aspects.
• Follow up on regular intervals and provide constructive feedback to brokers, suppliers, industry bodies and Claims Management and respond to queries within agreed SLAs.
• Provide exceptional customer service and to drive customer centric behaviour in line with Bryte values.
• Support the Heads of Claims to drive and implement the overall Bryte and Claims strategy.
• Collect and submit reports specific to team data as part of the Management Control System.
• Possess a good understanding of salvage, assessing, legal and investigation environment and keep up to date with the latest trends and industry norms.

Qualification & Experience

• Minimum Matric /Grade12
• Bachelor’s Degree/ Equivalent
• 5-10 years of working within claims operations or customer role (CRM)
• Be able to demonstrate knowledge of Insurance Industry products, services, standards and protocols
• Be able to demonstrate an understanding of legal liability within the designated departments that the role operates
• Be able to demonstrate knowledge of claims agreements
• Previous experience in data analysis and report writing essential
• Provide examples of strong communication skills and demonstrate active listening skills - Computer literate with evidence of using power-point, word and excel
• Be able to demonstrate a high level of EQ (inter-personal and intra-personal skills)