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  • Posted: Feb 5, 2020
    Deadline: Not specified
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    Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
    Read more about this company

     

    Escalated Complaints Administrator

    Job Purpose

    • The Administrator contributes to the organisation’s goals by servicing customers by handling all administration related to complaints, queries, claims and other relevant tasks to ensure effective resolution in the most cost-effective way.

    Job Objectives/Outputs

    • Acts as the central contact point for all client complaints, queries and claims, distributing them to the relevant parties accordingly, within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution
    • Provide appropriate and timeous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention
    • Provide timeous feedback to clients regarding queries
    • Allocate and monitor work timeously in order to ensure efficiencies within the department along with preventing backlog
    • Effectively monitor all diary and bin entries on a daily basis and allocate accordingly
    • Build and maintain internal and external relationships in a fair and responsible manner by living the Telesure Service Way in order to fulfil all customer needs
    • Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk with a high degree of attention to detail and quality
    • Record all client information on the National Feedback System (NFS)
    • Capture the stats for all teams on the NFS system
    • Update the new matter spreadsheet on an on-going basis
    • Manage the Ombudsman payments on a monthly basis, allocating the payment and submitting these for authorisation
    • Update policy queries/VAPS matters regarding the complaints received
    • Submit all new policy queries and settled complaints to the Quality Assurance Department
    • Submit documentation to the Ombudsman Short Term Insurance (OSTI) department as required
    • Manage boardroom bookings
    • Take messages for the department
    • Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation.
    • Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

    Requirements

    General Education

    • Grade 12 (Standard 10) with University Entrance (NQF4)

    Experience

    • 1 – 3 years in an administrative role (essential)
    • Experience in the short-term insurance industry (advantageous)
    • Knowledge of administration processes and procedures
    • Knowledge of the short-term insurance industry (preferably contact centre/ claims).

    Method of Application

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