SOS Contact Centre Agent at Santam Insurance

WHAT WILL YOU DO?    

• The SOS Contact Centre Agent is responsible for providing exceptional client service by accurately registering and processing Motor and Non-Motor insurance claims, as well as Value-Added Services requests. The incumbent will assist brokers, clients, and internal stakeholders with claims-related enquiries through various communication channels while ensuring compliance with company policies, procedures, and regulatory requirements.
• This role forms part of a 24/7 operational Contact Centre, and successful candidates will be required to work shifts, including evenings, weekends and public holidays, in accordance with business requirements.

The role includes, but is not limited to, the following responsibilities:

• Answer inbound calls and accurately register Motor and Non-Motor insurance claims, including emergency and Value-Added Services requests.
• Capture and process claims in accordance with policy terms, underwriting guidelines and operational procedures.
• Register incidents for claims that cannot immediately be processed on the system, ensuring compliance with prescribed processes and communicating the relevant disclaimer to clients.
• Conduct required validations, including Natis checks, PDP checks, premium validations and other policy-related verifications.
• Respond professionally to client, broker and internal enquiries across various communication channels while delivering a high standard of customer service.
• Ensure all interactions are handled accurately, efficiently and within agreed service level standards.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

Claims Registration and Administration

• Register and process Motor and Non-Motor claims in accordance with policy terms, conditions and system requirements.
• Process Straight Through Processing (STP) claims where applicable.
• Accurately capture and maintain all relevant client and claims information.
• Ensure all claims are registered in compliance with internal controls, governance standards and regulatory requirements.

Client Service Excellence

• Deliver professional, efficient and empathetic service to clients, brokers and business partners.
• Answer calls promptly and manage inbound enquiries in line with service level agreements.
• Resolve client queries and complaints effectively or escalate where necessary.
• Build and maintain positive relationships through consistent, high-quality service delivery.
• Monitor and action work queues and dashboards daily to ensure timely completion of outstanding tasks.

Operational Excellence

• Meet and exceed agreed Key Performance Indicators (KPIs) and Key Performance Areas (KPAs).
• Maintain high levels of quality, productivity and accuracy.
• Demonstrate flexibility by supporting changing operational requirements within a 24/7 environment.
• Attend all required training, coaching and development initiatives.
• Contribute positively to team objectives and continuous improvement initiatives.

QUALIFICATIONS AND EXPERIENCE

• Grade 12 (Matric).
• Minimum 3 years' experience in Short-Term Insurance Claims, with exposure to Motor and/or Non-Motor Claims being essential.
• Fluent in both English and Afrikaans (spoken and written) – this is a mandatory requirement.
• Previous Contact Centre experience within the insurance industry will be advantageous.
• Strong computer literacy, including MS Office and Santam systems (or equivalent insurance systems).
• Demonstrated commitment to delivering exceptional customer service.

SKILLS AND KNOWLEDGE

• Sound knowledge of Short-Term Insurance products, policies and claims processes across Motor and Non-Motor portfolios.
• Understanding of insurance legislation, policy wording and claims procedures.
• Strong client service orientation with the ability to manage difficult conversations professionally.
• Excellent verbal and written communication skills in English and Afrikaans.
• Ability to work effectively within a fast-paced, high-volume Contact Centre environment.
• Trauma handling and emotional resilience.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and accuracy.
• Effective negotiation and conflict resolution skills.
• Computer literacy and proficiency in relevant systems and applications.
• Ability to collaborate effectively across internal and external stakeholder groups.

COMPETENCIES

• Drives Results
• Customer Focus
• Decision Quality
• Action Orientated
• Collaborates Effectively
• Communicates Effectively
• Situational Adaptability
• Optimises Work Processes
• Emotional Intelligence
• Critical Thinking
• Resilience
• Planning and Organising
• Attention to Detail
• Flexibility and Adaptability
• Continuous Improvement Mindset