Service Consultant at Santam Insurance

What will you do?

The purpose of this position is to provide support to the relationship management function. The successful incumbent 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 also provide support to address customer needs, concerns and issues.

What will make you successful in this role?

• Provide customer service to customers requiring special attention
• Serve as first line of contact for customer queries
• Communicate with stakeholders to provide information, feedback and follow through on customerqueriesand/or instructions to 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 correct channels
• Monthly management cost analysis – variance reporting
• Compile intermediary training lists and facilitates ad hoc requests

QUALIFICATIONS AND EXPERIENCE

• Grade 12
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines)
• RE 1
• Commercial Lines and Personal Lines Contact Centre experience will be advantageous

KNOWLEDGE AND SKILLS

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

Qualification and Experience

• Diploma with 5 to 6 years related experience. Underwriting limit R1 million

Knowledge and Skills

• Profitable Underwriting
• Client service (complaints/queries/ investigations/advice)
• Coaching, training and quality management
• Reporting and adhoc meetings