Retention Administrator at Telesure Investment Holdings (TIH)

JOB PURPOSE

Provide administrative and customer support to the retentions department whilst effectively building and maintaining relationships with internal and external stakeholders.

Client & Customer Management

• 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.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.

Administration

• Allocate and monitor work timeously to ensure efficiencies within the department along with preventing backlog. Effectively monitor all diary and bin entries on a daily basis and allocate accordingly.

Document and Data Management

• 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.

Data Collection & Analysis

• Collate and analyzing information for management and financial reporting.

Work Scheduling and Allocation

• Organize own work schedule in order to get the job done. Supervise junior administrators and assign short-term tasks to others if necessary

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. 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

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Diploma or Degree (Advantageous)

General Experience

• 2 or more years operational admin and data analysis, within a financial service environment (Essential)