Multichannel FNOL Non IVR at Old Mutual South Africa

Job Description

To provide quality claims registrations service while ensuring excellent service to clients and brokers at the start of the claims journey, and ensuring clarity of process to follow after registration. Provide guidance to clients and brokers towards the best options regarding and ensuring completeness of claims information before moving the file to the relevant claims back office area

• Assist brokers and clients on emails or inbound calls in accordance with predetermined compliance and customer service processes and procedures ensuring effective and efficient claims registration service
• Demonstrate excellent knowledge of Old Mutual Insure (OMI) product offerings, client history, and other claims related information material to the claim at hand.
• Actively listen and capture claims details to and advising client of any additional documents or information that may still be required if not provided upfront.
• Show tolerance and patience in understanding customer’s emotional state and turning any negative situation into positive.
• Deal with all customers in a professional manner in strict accordance with OMI culture, products and quality standards.
• Adhere to agreed processes in order to deliver targeted operational results Represent and market OMI's claims process internally and externally to peers and clients respectively
• Provide customer services in line with quality and performance standards Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on any customer satisfaction or dissatisfaction and report to the relevant team leader or OMI manager Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, propose innovations and support peers in providing exceptional client service
• Proactively ensure use of time, of resources, materials or equipment is in line with OMI policies and procedures
• Comply with corporate governance policies and procedures and standards Operate within agreed mandates

Job Requirements (Experience And Qualification)

• Bachelor Degree in Law or Commerce
• Must have at least 2-3 years short term insurance experience

Closing Date: 15th, June 2022