Active Jobs at Santam Insurance

What will make you successful in this role?

This role is focused on, but not limited to:

• Contribution to the net profit and growth targets for business.
• Delivering exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions.
• Providing telephonic / email support to the intermediary on record, authorised representatives from the brokerage, and broker services.
• Dealing with general insurance and policy specific enquiries.
• Analysing the request from the intermediary and providing a quotation to secure the business (conversion). 
• Initiating out dials to intermediaries to discuss quotations and / or convert policies.
• Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books.
• New business issuance / policy maintenance/ renewal / agri aspects of policies.
• Assisting to resolve all insurance queries within required timeframe and compliance requirements.
• Managing client expectation on expected turnaround times for submitted requests.
• Adhering to underwriting criteria and regional requirements.
• Assist with profiling the client with the best suitable product and underwriting criteria.
• Assisting in implementing solutions for improvement.
• Adhering to workforce management principles to ensure that we optimize productivity.
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timelines; use performance manage systems to improve personal performance.
• Ensuring that business targets are met.

Qualifications and Experience

• Matric / Grade 12
• 60 FAIS credits - Commercial lines
• Minimum of 3 years’ experience in Financial Services experience - Short Term Insurance - would be advantageous
• A relevant insurance related qualification (e.g. NQF level 5) would be advantageous.
• Tertiary qualification would be advantageous.

Knowledge and Skills

• Excellent verbal and written communication skills to request information and correspond with internal / external stakeholders.
• Excellent interpersonal skills, collaborating with internal / external stakeholders.
• Conduct efficient administration.
• Optimising work processes.
• Situational adaptability.

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WHAT WILL YOU DO

• The candidate will manage the Claim Service Consultant team. This role shall support our Direct motor claims branch and shall be responsible for the fulfilment and finalisation of claims in line with the Direct Claims Service SOP. The incumbent shall manage, support and develop a team of people who are the claim owners and support the desktop assessors.
• The role is to achieve exceptional results and to ensure superior service delivery within the Service Level Agreements and Standard Operating Procedures applicable to claims. The role will also require leading, coaching and motivating Claim Service Consultant team to ensure that they fully comprehend and can deliver on their responsibilities.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Best practice in respect of people management
• Process and operations management
• Client service management
• Ensure all operational problems are rapidly analysed and resolved
• Mandate to handle claims, by exception
• Lead, develop and motivate team
• Apply basic statistical/data analytics to track and improve performance and its variations
• Address and Resolve operational performance variations

QUALIFICATIONS AND EXPERIENCE

• Matric certificate or equivalent qualification
• FAIS complaint
• Insurance related qualification
• Computer literate (MS Word, MS Excel and MS Power Point)
• Experience in high volume processes management (advantageous)
• 2-5 years’ Claims experience
• 5-10 years’ insurance experience

SKILLS

• Experience in high volume processes management (advantageous)
• Experience in Guidewire ClaimCenter Claims
• Experience in developing & coaching staff
• People Management
• Negotiation skills
• Knowledge of quality processes
• Presentation skills
• Proficient in English
• Good communication (verbal & written )
• Experience in Workflow Management
• Relevant systems knowledge
• Strong client service orientation
• Good knowledge and interpretation of insurance contracts

COMPETENCIES

• Driving Strategy
• Reporting – attentions to detail and tracking performance
• Client Focus – Adhere to strict turnaround times
• Internal stakeholder focus – Adhere to SOP and TAT
• Decision Making
• Enabling Innovation
• Problem Solving
• Team Work
• Planning and Organising
• Enabling Innovation
• Continues Learning
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence

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What will you do?

• Santam’s Commercial Contact Centre currently has exciting opportunities available for Commercial Underwriters (CoE) who will be based in Bellville 
• The Commercial Underwriter is a technical role with strong underwriting and client focus. The successful incumbents will embark on a rotational journey within CLCC, gaining exposure to various departments to foster a well-rounded skill set and a deep understanding of our underwriting principles and practices. 
• Although the primary role focus but not limited to underwriting, new and existing business to maintain profitability while also creating a platform to aid the growth process.

What will make you successful in this role?

• Effective underwriting of complex risks (new business, renewals, ad-hoc)
• Identifying re-insurance and appropriate action
• Effective screening actions
• Providing quality and correct feedback on high level technical queries
• Working within higher level mandates
• Ownership of non-standard commercial products
• Negotiating with internal and external clients
• Building and maintaining relationships at various levels within the organisation including CCC, distribution and HO underwriting
• Strong retention (profitability and growth) focus

Qualifications and Experience

• A minimum of 3 years underwriting Commercial Insurance
• Grade 12
• IISA professional membership (licentiate / associate)
• FAIS compliant: 120 credits on NQF level 5 (Commercial Lines)
• Proficiency in MS Word and Excel
• Santam Commercial product training (SMK’s)
• Regulatory Examination (RE)
• Risk Identification and Assessment programme (RIA)
• A good understanding of contact centre processes, SLA’s and commercial quoting tools.

Skills

• Good communication and negotiation skills
• Must be fully bi-lingual in English and Afrikaans
• Strong client service orientation
• Strong analytical skills
• Ability to work under pressure
• Strong sense of self-management
• Strong relationship building and network skills