Salvage Coordinator - Parktown at Hollard Insurance

Role Objectives:

To negotiate release fees, uplift salvage, request settlement documents from finance houses, invoice salvage dealers for salvage payments. Maintain stock in bond, request original registration documents from finance houses to be handed over to salvage dealer. Collect and allocate salvage payments received from salvage dealers. 

Key Responsibilities:

• Ensure to acknowledge incoming requests from assessors and or clients and document and action as per agreed process
• Coordination and distribution of request to the rest of team members and ensure acknowledgement thereof
• Work with internal and external providers, clients, claims department, panel beater, towers to action on the instructions for salvage processing. Communicate and liaise with internal and external providers, telephonically verbally and in writing to provide relevant feedback of the process
• Comply with SLA’s, Internal and External, Procurement agreements with service providers in order to execute duties within the desired timeframes. To discuss, negotiate and agree release fees with external providers and clients, verbally and telephonically, (Clients, Panel Beaters and Towers), and ensure to have appropriate diary system in place for follow up and feedback. Escalate recommendations to line managers, where out of mandate, in terms of cost effectiveness for certain decisions. Ensure accuracy and quality of work in terms of instructions and or upliftment and update the line of business system regularly with notes, release fees, invoices, etc
• Ensure standard operating procedure is being followed in terms of vehicle registration, settlement letters and any other documents required from BANKS/FINANCE HOUSES. Keep record and notes of all requests and follow ups
• Demonstrate sound knowledge and understanding of vehicle registration, appropriated documents, coding of vehicles, filing of documents to ensure correct policies and procedures are followed
• Record the movement of each document in the relevant book/systems, signature, and notes on system
• Adhere to policies within the organisation on Record Management and ensure all security documentation locked away after business hours. Compliance with relevant legal requirements, industry regulations, internal policies and procedures
• To act within the agreed mandate in terms of negotiating discount and or release fees, and or removal of vehicles
• Manage the invoicing to Salvage contractor on all requests to sell the vehicles which are written off and have reconciliation process in place. Ensure all payments captured once confirmation received from Salvage contractor. Ensure to meet financial targets in terms of budget by negotiating with stakeholders for all requests and or discounts
• To communicate and liaise with internal and external providers, telephonically verbally and in writing in a professional manner. Supply feedback to service providers, clients and other department involved on all claims being handled and ensure that quality and customer experience is maximized for customer feedback
• Comply with SLA’s, Internal and External, Procurement agreements with service providers and timelines
• Interact with customers to provide information in response to inquiries about their claim and to handle and resolve complaints in a timeous manner. Escalate customer complaint and queries to the responsible person without any inconvenience to the client and always treat customers fair and with respect. Communicate, solve and escalate clients concerns and supply feedback to all relevant business and external stakeholders

Required Knowledge and Experience    

• At least five years’ experience within insurance claims and salvage. Relationship and Networking track record
• Intermediate word processing skills using Microsoft Word and Outlook, i.e. Instructions to salvage dealer, letters to banks
• Understand the financial implications of individual actions and day-to-day activities on the business
• Effective working in a collaborative, team oriented environment
• At least 2 years’ experience and understanding of processes at licensing departments

Educational Requirements    

• Matric
• Higher Certificate in Short Term Insurance