Operations Specialist at Discovery Limited

Key Purpose of the role

The key purpose of the role is to assist claims in financial and claims reporting.

Areas of responsibility may include but not limited to

• Ensure the effective checking and query management of billing process and premium allocations to company policy whilst having a client centred approach ingrained into the communication and management of all relevant stakeholders and clients
• Bill checking, Quality Auditing and authorisation of refunds and adjustments within agreed authority structures and targets in accordance to client service levels, billing management and process requirements.
• Communicate to internal and external stakeholders on set requirements and progress on Billing progress and premiums allocations, in a clear, friendly and concise manner using appropriate language and a client centric approach.
• Ensure all Internal and External communication (Written and Verbal) is done in a professional manner and in line with the company policy and does not contravene the POPI Act.
• Ensure that all queries are answered correctly in a logical and fair manner in accordance client service levels using a client centric approach
• Ensure that all queries are raised with internal and external clients in a logical and fair manner in accordance client service levels using a client centric approach
• Bring financial expertise, experience and skills and assist with continual training, coaching, mentoring, development, empowerment and performance of fellow Servicing Administrators within the Key Account Team members.
• To liaise with associated persons such as Broker, Employers, Servicing Consultants, actuarial investigations and management
• Work effectively in a team environment, share information and provide support to other team members
• Contribute to team and cross-team processes, discussions, interactions, activities and programmes
• Create and Implement initiatives and opportunities for change and improvement – within the team, business and self.
• Maintains and develops professional relationships with internal and external clients and ensure the best communication with customers using a client centric approach.
• Seeks and receives the advice and input of others
• Monthly billing reporting on trends and errors
• Seeks involvement in projects of varying subject matter
• Participate in personal and professional development activities, training, and courses
• Additional ad hoc preparations for Audits (Internal and External), Compliance audits and TCF
• Development of an internal Quality Control Process
• Implement monthly internal QA Audits for the Servicing Administrators (Quality of the billing and premiums allocations (premiums received vs premiums raised )
• Monthly trending of the IQS breach (What is the Root cause) – Training purposes and to implement quality control process for corrective action and preventative measures. • Monthly trending of Escalation and Complaints (What is the Root Cause)
• Monthly trending of Root Cause Analysis.
• Identifying the gaps from the RCAs and reporting on this to management on a monthly basis ( RCA course)
• Identifying training needs and opportunities for the Servicing Administrators
• Identifying the gaps with SPS and reporting on this to management monthly
• SOP management for the Key Account Team  
• New staff training and co-sign off with Billing Manager

Personal Attributes and Skills

• Problem solving and solution focused
• Analytical – interpretation
• Big Data Management
• Building relationships
• Coping with pressure (deadlines)
• Time-Management and Organizational Skills
• Must be team orientated, willing to assist other team members in the office
• Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
• Outstanding customer service skills
• People leadership skills including coaching and mentoring
• Presentation skills (development and presenting)

Education and Experience

• NQF level 6 qualification
• 3-5 years Insurance experience
• Computer literate and proficient in Microsoft Office and Advance skills in Excel