Motor Assessor: KZN at Telesure Investment Holdings (TIH)

PURPOSE

Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification, and validation of vehicle). All services are delivered against agreed service and functional standard.

Requirements

RESPONSIBILITIES

• Operations Management
• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards. Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle. Accurate quantification, identification, and validation of vehicles.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems. Consistently provide service in accordance with the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: drive-in centres, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
• Client & Customer Management (External)
• Help manage clients by carrying out standard activities and providing support to others.

Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim).

• Effectively build, maintain, and manage relationships with service providers and customers.
• Continuous Improvement
• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Conduct workload activities in most efficient and cost-effective manner.
• Personal Capability Building
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.

• Specialize in specialist vehicle knowledge and apply skills to optimize repair cost.

TECHNICAL COMPETENCIES

Compliance

• Provide technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
• Data Collection and analysis
• Provide technical guidance when required on analysing data trends for use in reports to help guide decision making. Quality of photography.; Accurate assessment data collection.
• Assessment
• Provide technical guidance when required on analysing data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Estimation knowledge.

• Policy and Regulation
• Provide technical guidance when required on interpreting and applying knowledge of laws, regulations, and policies in area of expertise.
• Costing and Budgeting
• Provides technical guidance when required on costing, budgeting and finance tasks.
• Computer skills
• Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
• Abuntex / Audatex.; AS400.; Excel.; Microsoft Outlook.

Numerical Skills

• Uses an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required.
• Verbal Communication
• Use clear and effective verbal communications skills and provide technical guidance when required on expressing ideas, requesting actions, and formulating plans or policies.
• Written Communication
• Apply elementary concepts of knowledge / skill to develop activities assigned under supervision

EDUCATION

General Education

• Grade 12 / SAQA Accredited Equivalent (Essential)
• VDQ (Vehicle Damage Quantifier) Qualification (Essential)
• Mechanical Engineering / Panel beating N2/N3 level / (Advantageous)

EXPERIENCE

General Experience

• 2 - 4 years’ work experience in the following (Advantageous)
• Workshop / Motor Industry experience
• Front line / client relationship experience in a panel beating environment.
• Practical panel beating, spray painting, mechanical and electrical experience.
• Assessing experience at a short-term insurer
• Estimating in a panel beating environment