Service Consultant at Santam Insurance

JOB DESCRIPTION

• The purpose of this position is to provide support to the relationship management function. The candidate will be responsible for delivering quality service to customers, who could be either internal or external to Santam (including intermediaries, customers, partners, and suppliers). The successful incumbent will provide support to address customer needs, concerns, and issues.

PRINCIPAL ACCOUNTABILITIES

• Provide customer service to customers requiring special attention.
• Serve as the first line of contact for customer queries.
• Communicate with stakeholders to provide information, feedback, and follow-through on customer queries and/or instructions to the team.
• Address unusual and non-standard customer issues.
• Task-related decision making within set policies and procedures.
• Schedule appointments on request.
• Manage e-mails via proxy.
• Assist with logistics and events and broker forum management.
• Provide reception services.
• Direct intermediaries to deal with the correct channels.
• Monthly management cost analysis – variance reporting.
• Compile intermediary training lists and facilitate ad hoc requests.

QUALIFICATIONS AND EXPERIENCE

• Grade 12.
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines).
• RE 5
• Commercial Lines and Personal Lines Contact Centre experience will be advantageous

KNOWLEDGE AND SKILLS

• Proficient with MS Excel, basic Word, QlikView, and intranet.
• Detailed understanding and knowledge of Santam processes.
• Thorough understanding of all relevant customer support systems and processes related to all products

BEHAVIOURAL COMPETENCIES

• Analytical thinking.
• Information seeking.
• Drive for results.
• Flexibility.
• Initiative.
• Emotional self control.
• Customer service orientation.
• Self confidence.
• Teamwork and co-operation.