Customer Service Consultant: Budget Insurance (Afrikaans Speaking) at Telesure Investment Holdings (TIH)

JOB PURPOSE

Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Requirements
RESPONSIBILITIES
Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis
Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request

Up-sell Customer Propositions
Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence
Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

Operational Compliance
Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Administration
Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

Work Scheduling and Operational Compliance

Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

TECHNICAL COMPETENCIES
Verbal and Written Communication
Use clear and effective verbal and written communication skills provides technical guidance when required to express ideas, request actions, and formulate plans or policies.

Numerical Skills
Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provides technical guidance when required.
Interpret financial data.; Basic knowledge of accounting principles.

Up-selling Opportunities
Provide technical guidance to maximize up-sell opportunities with customers.

Data Collection and analysis
Analyze information and data to help guide decision making.

Understands Customer Needs
Articulate the customer needs in the customer's business language and business context.

Attention to Details
Apply concepts of knowledge / skill and be attentive to details.

Presentation skills
Communicate with other people by speaking in a clear, concise and compelling manner.

Computer skills
Support business processes by understanding and effectively using standard office equipment and standard software packages.
Basic computer skills required.; Microsoft Outlook (Basic).

Policy and procedures
Monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
General STI industry policies and procedures.

Planning and Organizing
Plan, organize, prioritize and oversee activities to efficiently meet business objectives

Action Planning
Develop appropriate plans or perform necessary actions based on recommendations and requirements.

EDUCATION
General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
• Regulatory exam 5 (Advantageous)
• Class of Business (Advantageous)
• Customer Service certificate/or related qualification (Advantageous)

EXPERIENCE
General Experience

• 2 or more years customer service experience (Essential)
• Able to speak, read and write advance Afrikaans (Essential)
• 1 year call centre experience in Financial services industry (Advantageous)