Customer Services Consultant Inbound - Business Insurance at Telesure Investment Holdings (TIH)

The Customer Services Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of service, retention and sales strategies and approaches unique to the customer needs.

Specification    

• To always strive to deliver service that aims to achieve first contact resolution across multi-channels (E.g. Voice, e-mails, web etc.).
• Enhance efficiencies resulting in improved costs through effective contact centre discipline.
• Increase customer satisfaction through positive interaction focussing on making it easy to fulfil customer needs by living the Telesure Service Way behaviours.
• Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation while providing sound financial advice (Complying to FSB).
• Ensuring appropriate ownership of customer retention value chain by providing a professional quality service.
• Providing sales through service while selling and up-selling appropriate new product offerings and/or Value Added Products to the customer as per the customer journey strategy.
• Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk.
• Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to various channels and brands (broker or customers).
• Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker.
• Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide the options to customer.
• Apply different discounting strategies relative to customer profitability as determined by business analytics and tools.
• Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity by building and maintaining relationships with colleagues, customers, brokers and service providers.
• Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis

Requirements    
Essential

• Matric / Grade 12/ SAQA Accredited Equivalent*
• Tertiary Qualification* SAQA Accredited Equivalent*
• Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA
• Min 2 years short term insurance contact centre experience

Desirable: Business/Commercial insurance experience.