Available Roles at Rand Mutual - RMA

THE JOB AT A GLANCE

• Reporting into the Group Executive: Social Insurance, the Head of Marketing and Communication will be responsible for the management of the marketing and communication function through crafting of strategies, developing plans, implementing initiatives, and measuring outcomes. The oversight of teams includes Brand Management, Marketing Management, Digital Marketing, Advertising, Media Management, Internal Communication, External Communication and managing related Agency Relationships.
• The incumbent will also be responsible for developing the long-term brand and marketing strategies and the reputation management strategy for RMA, to help achieve Group and Business Unit goals and objectives. The goals and objectives include compelling brand positioning, enhanced corporate reputation, expanded market share and positive brand experiences.

WHAT WILL YOU DO?

Develop and Implement the Long-Term Marketing Strategy for RMA

• Develop the overall Marketing strategy for RMA and implement the full marketing mix to take the organisation to the next level of growth (Lead Generation, Advertising, CSI, Social Media, Digital Marketing, Events, Sponsorship, Activations, Exhibitions)
• Conduct competitor analysis to ensure the RMA’s marketing strategy is competing effectively
• Direct and manage the overall marketing portfolio and budgets to ensure alignment against overall company strategies and objectives
• Provide creative conceptualization support and implementation of business projects

Oversee the Marketing Function

• Lead the development of internal and external marketing strategies to take the organisation to the next level of growth (Lead Generation, Communication, Social Media, Digital Marketing, Events, Sponsorship)
• Lead all aspects of RMA’s marketing initiatives, including consumer marketing, go-to-market, insights, digital and performance, brand strategy and building
• Provide a strategic vision and ensure robust, integrated, and flawless execution
• Oversee the execution of market and customer research to develop value propositions

Strategically Position the RMA Brand Internally and Externally

• Create a brand of significance for RMA by increasing brand awareness to generate new business and strengthen brand equity through stakeholder management
• Ensure brand guidelines are adhered to in all marketing activities across the company
• Direct Corporate Identity and adherence of brand guidelines
• Oversee overall creative designs (branding, user interface, web design, DTP and print media)
• Review and interpret design briefs

Oversee the Development and Implementation of an Effective Communication Strategy (both internal and external – stakeholder relationship management)

• Lead the development of an effective communications strategy that includes both internal and external stakeholder relationship management
• Develop and execute the stakeholder relationship strategy in collaboration with the Corporate Stakeholder Affairs and Transformation team
• Implement the communication strategy
• Maintain RMAs communication platforms
• Continuously monitor public relations and media

Reporting on progress

• Use appropriate templates and channels to report task progress on a weekly and monthly basis
• Adhere to deadlines and ensure accuracy and quality of outputs

Staff Management

• Staff performance monitoring, coaching and development
• Recruitment and selection of new members of the marketing team
• Ensuring staffing levels are maintained in order to complete all aspects of the company’s marketing strategy

Requirements

WHAT WILL YOU BRING TO THE TABLE?

• Knowledge of business policies, processes and procedures, and legal compliance
• More than 8 – 10 years in marketing and communications management operating in a similar industry
• Experience in managing budgets
• Understanding of different areas of the RMA business
• Bachelor’s degree in Marketing (or equivalent e.g. Public Relations)
• MBA is advantageous
• Knowledge of best practices across Marketing and Communication capabilities
• Solid knowledge of digital marketing
• Experience in running innovative and successful marketing and publicity campaigns
• Strong working knowledge of brand management principles
• Data analytics experience
• A strong understanding of the distribution channels for the industry
• Proven results-driven marketing strategies (e.g. increasing sales, enhancing brand image, etc.)
• Ability to establish budget requirements and perform cost-benefit analysis of tactics proposed, to meet strategic objectives for the business
• Financial Services, Insurance or Medical Aid experience

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THE JOB AT A GLANCE

• As the Business Process Analyst will be reporting into the Process and Systems Manager. You will be responsible for driving the continuous improvement of business processes within RMA. The primary purpose of this role is to evaluate and enhance the efficiency and effectiveness of business processes, which includes identifying opportunities for improvement, implement solutions, designing streamlined and efficient processes that are aligned with the company's strategic objectives and regulatory requirements, ensuring processes are scalable and capable of delivering high-quality service to customers. Using various methodologies, including Lean Six Sigma, and Business Process Management (BPM) to drive continuous improvement, the Business Process Analyst is therefore accountable for analyzing, designing, and optimizing business processes to enhance operational efficiency, reduce costs, and improve customer experience. This role is pivotal in fostering a culture of operational excellence and innovation, ensuring the company remains competitive in a dynamic market.

WHAT WILL YOU DO?

• Business process Analysis and improvement
• Analyse Processes:
• Conduct detailed analysis of current business processes using data-driven methodologies.
• Identify inefficiencies, bottlenecks, and areas of high cost or risk.
• Develop process maps and models to visualize and understand end-to-end workflows.
• Interact with product and business owners to conduct business process needs analysis to understand As-Is process requirements, inputs, handoffs, and outputs of the processes. Analyze the As-Is processes and create proposed To-Be processes using RMA’s approved mapping standards (BPMN)
• Facilitate process design workshops with participants/stakeholders from processing areas and process owners.
• Recommend and implement process improvement strategies, leveraging best practices and industry standards.
• Conduct Comprehensive Process Assessments:
• Perform detailed assessments of existing processes across various departments to identify inefficiencies, bottlenecks, and redundant activities
• Utilize process mapping techniques to visualize current workflows and pinpoint areas for improvement
• Conduct work measurement: Follow the process through GEMBA and provide gap analysis
• Where applicable, conduct Value Stream mapping study to follow the process end to end and measure value adding and non-value adding activities to create future state
• Conduct time and motion studies to set standard for operations and also be used for Service Level Agreement measure.
• Develop Process Improvement Strategies:
• Formulate strategies to streamline processes, reduce costs, enhance quality, and improve customer satisfaction
• Apply Lean, Six Sigma, and other process improvement methodologies to develop actionable plans.
• Implement Process Changes:
• Interact with Business and Quality Assurance to ensure that new process amendment have incorporated all quality control points and to ensure that all regulatory, compliance and operational risk control elements are incorporated and highlighted
• Lead the implementation of approved process changes, ensuring minimal disruption to operations.
• Documentation and Standardization
• Create and maintain comprehensive documentation for all business processes, including workflows, procedures, and policies
• Standardize processes across the organization to ensure consistency, compliance, and quality
• Ensure that all process documentation is up-to-date and easily accessible to relevant stakeholders
• Develop and maintain operational Manuals, Standard Operating Procedures and Technical Instructions and supporting material including including Work instruction and reference guides, in line with operational requirements, according to RMA Group process standards, tools and supporting methodologies in support of business unit service offering
• Act as Subject Matter Expert on the content of the manuals, processes and procedures by providing information to business units to clarify requirements
• Check and ensure alignment of procedure documentation, work instructions and quick reference guides and other supporting material to policies, processes and procedures for consistency in the messaging
• With input from and alignment with business owners, produce circulars to ensure effective communication of policies, process or procedure changes and ensure that circulars are published before changes become effective
• Continually identify gaps in the documentation available for each part of the business area’s service offering and create action plans with business owners to address the gaps
• With input from and alignment with business owners, produce circulars to ensure effective communication of policies, process or procedure changes and ensure that circulars are published before changes become effective
• Continually identify gaps in the documentation available for each part of the business area’s service offering and create action plans with business owners to address the gaps
• Act as the point of contact for procedure and operating instructions for all and escalated matters to update supporting documentation based on gaps identified by issues raised.
• Performance Monitoring and Reporting
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of processes
• Monitor process performance and conduct regular audits to ensure compliance and efficiency
• Generate reports and dashboards to provide insights and recommendations to senior management
• Perform business impact analysis in liaison with line managers on any change that is imposed on current operational environment
• Liaise with appropriate stakeholders to identify, assess, and document business process requirements
• Identify options for potential solutions and assess them for both technical and business suitability
• Recommend solutions that enable the organization to achieve its goals through the interpretation of technology, business processes and opportunities in the context of the technical and business requirements.
• Technology Integration
• Assess and recommend technology solutions to automate and enhance business processes
• Collaborate with IT teams to design and implement technology-driven process improvements
• Ensure seamless integration of new technologies with existing systems and processes.
• Project Management
• Initiate and Plan Projects:
• Define project scopes, objectives, and deliverables in alignment with organizational goals
• Develop detailed project plans, including timelines, resource allocation, and risk management strategies.
• Execute and Monitor Projects:
• Coordinate with cross-functional teams to execute project tasks efficiently
• Provide project process support during the design and implementation of transformational process change by managing impact to interfaced processes and business operations
• Assist in the implementation of enhancements and improvement initiatives, ensuring inputs are provided to changes and reflected on process designs and all relevant supporting documentation (SOPs etc.)
• Provide guidance in terms of process standards, tools and methodology to external stakeholders or consultants during projects and initiatives where process mapping will be conducted
• Support project teams to perform change impact analysis, mapping of process designs, monitoring progress against project plans
• Track project progress against plans, adjusting as necessary to stay on track.
• Close and Review Projects:
• Conduct post-implementation reviews to assess the success of process improvement initiatives
• Document lessons learned and best practices for future projects.
• Training and Process Change Management
• Manage Process Changes:
• Develop training materials and programs to educate employees on new processes improvement methodologies and technologies
• Lead change management initiatives to ensure smooth transition and adoption of process changes
• Provide ongoing support and coaching to teams to sustain improvements and foster a culture of continuous improvement
• Identify and mitigate risks associated with business processes
• Ensure that processes comply with regulatory requirements and industry standards
• Conduct regular reviews and updates of processes to maintain compliance and address emerging risks.  
• Develop Change Management Plans:
• Create comprehensive change management plans to facilitate smooth transitions during process improvement initiatives
• Communicate change impacts effectively to all affected parties and provide necessary support.
• Monitor Change Adoption:
• Track and measure the adoption of new processes and practices
• Address resistance to change and provide additional training or support as needed.
• Continuous Improvement:
• Promote a Culture of Continuous Improvement:
• Advocate for continuous improvement principles and practices within the organization
• Encourage employees to identify and suggest process improvement opportunities.
• Stay Informed on Industry Trends:
• Keep up to date with the latest developments in process improvement, quality management, and operational excellence
• Attend conferences, workshops, and training sessions to expand knowledge and skills.
• Implement Innovative Solutions:
• Explore and implement new technologies and methodologies to drive process improvements
• Collaborate with IT and other departments to integrate new tools and systems that enhance operational efficiency and customer experience.
• Identify Customer Pain Points:
• Analyze customer feedback and data to identify pain points and areas for improvement
• Develop and implement strategies to enhance the overall customer experience.
• Monitor Customer Satisfaction:
• Track and analyse customer satisfaction metrics to measure the impact of process improvements.
• Implement corrective actions to address any declines in customer satisfaction.
• Data Analysis and Reporting
• Collect and Analyze Data:
• Gather data on process performance using various data collection methods, including surveys, interviews, and system reports
• Perform quantitative and qualitative analysis to identify trends, patterns, and root causes of operational inefficiencies.
• Develop Metrics and KPIs:
• Establish key performance indicators (KPIs) to measure the effectiveness of process improvements
• Create and maintain dashboards and reports to track and communicate process metrics.
• Present Findings and Recommendations:
• Prepare and deliver presentations to senior management, highlighting key findings and actionable recommendations
• Use data visualizations to clearly communicate complex information
• Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the Quality Management Governance and reporting structures in place
• Adhere to reporting deadlines and ensure accuracy and quality.

WHAT WILL YOU GET IN RETURN?

• We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• Bachelor’s Degree (NQF Level 7) in a relevant field such as Business Administration, Management, Industrial Engineering, Operations Management, or a related discipline
• A Master’s degree in a relevant field is highly desirable and can be an added advantage
• Advanced degrees or certifications in process improvement and Business Analysis will be advantageous
• Certification in Lean Six Sigma (Green Belt required, Black Belt preferred) or equivalent process improvement methodologies
• Project Management Professional (PMP) or similar project management certification is advantageous
• Certification or demonstrated experience with BPM tools and methodologies is a plus
• Proven experience in business process analysis and process improvement within the insurance industry or a related field
• Minimum of 5 – 7 years relevant work experience in Business Process Management; Process Modelling, Process Analysis and Improvement, or a related role
• Minimum 5 years hands-on Working knowledge of process improvement methodologies and techniques such as Lean Six Sigma, DMAIC, Kaizen, Gemba, TQM, ISO 9001 Quality Management System and related
• Significant experience in leading and managing process improvement projects
• Hands-on experience in project management and process change management.
• Knowledge of Business Process Management, Value Stream Mapping (VSM) and Time and Motion Studies
• Documentation of processes using Business Process Model Notation (BPMN)
• Familiarity and competency with process mapping, data analytics and visualization tools such as Microsoft suite, MS Visio, MiniTab, PowerBI and ARIS
• Experience in implementation of improvement initiatives across Business units and benefit realization tracking
• Added advantage – Business Architecture, TOGAF, Process Automation, or any other modelling tool
• Familiarity with BPM modeling tools such as MS Visio, ARIS and similar software
• Proficiency in process modeling standards such as BPMN and Process Classification Frameworks
• Advanced skills in Microsoft Excel, including the use of formulas, pivot tables, and data visualization techniques
• Proficiency in data analysis and reporting tools such as SQL, Power BI, Tableau, or similar software
• Proficiency in project management software such as Microsoft Project, Asana, Trello, or similar tools
• Experience with statistical software such as Minitab and SPSS for data analysis and process improvement
• Familiarity with change management frameworks and tools such as ADKAR, Prosci, or similar methodologies
• Familiarity with robotic process automation (RPA) principles and proven application experience
• Experience with CRM systems such as Salesforce, Microsoft Dynamics, or similar platforms
• Ability to create detailed process maps, flowcharts, and diagrams to visualize workflows; with supporting Standard Operating Procedures (SOP)
• Expertise in documenting current state (As-Is) and future state (To-Be) processes.
•  Strong analytical skills to interpret data, extract meaningful insights, with the ability to interpret complex data and make data-driven decisions
• Ability to develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics
• Understanding of BPM principles and methodologies and application
• Ability to design, analyse, and optimize business processes to improve efficiency and effectiveness
• Proficiency in applying Lean Six Sigma tools and techniques for process improvement.
• Experience in leading and executing Lean Six Sigma projects
• Strong project management skills, including project planning, execution, monitoring, and closure. Ability to manage multiple projects and deadlines
• Ability to manage multiple projects simultaneously and deliver results within deadlines.
• Ability to perform statistical analysis to identify trends, patterns, and root causes of process inefficiencies
• Proficiency in using statistical methods for hypothesis testing and process optimization
•  Strong understanding of change management principles and practices
• Ability to develop and execute change management plans to ensure successful adoption of process improvements
• Ability to identify opportunities for automation and implement RPA solutions to streamline processes
• Understanding of the impact of automation on business processes and workforce dynamics
• Ability to analyse and optimize customer-facing processes within a CRM environment
• Understanding of CRM data and its role in enhancing customer experience and operational efficiency
• Experience in the insurance industry or a related field is highly desirable, though not strictly necessary.

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THE JOB AT A GLANCE

• As a Business Process Engineer, you will be reporting to the Process and Systems Manager, you will be responsible for ensuring effective and efficient business processes and optimal integration of processes, people and technology, and to champion and deploy business process improvement methodologies and toolsets across the unit. You will be the driving force for managing improvement initiatives across the group to deliver business benefits, directing multiple projects, assisting in the identification of development areas of staff in general, and playing a key role in influencing and driving change across the Group, in line with the QA Framework.

WHAT WILL YOU DO?

• Business Process Management:
• Deliver process improvement initiatives and projects across business units and in conjunction with business managers to deliver efficiencies and benefits to internal and external customers
• Ensure that projects and initiatives deliver measurable business results
• Deploy Lean transformations and continuous improvement across the business
• Build commitment to business process management and improvement through a focus on effective process development, integrated project/change management and implementation
• Facilitate and integrate process designs, improvements and maintenance amongst role-players and effectively network with all stakeholders
• Analyse and identify process improvement opportunities and partner with key stakeholders to scope and ensure alignment with strategic priorities
• Serve as a technical leader in the deployment of Business Process and Systems Engineering through the application of process improvement methodologies (Six Sigma, LEAN, and basic problem solving)
• Manage the documentation and monitoring of business processes, business rules, metrics and standard operating procedures as a result of improvement initiatives
• Ensure adherence to governance, risk and compliance frameworks and policies
• Work with business stakeholders to ensure projects achieve intended results, risks are proactively identified and mitigated, and benefits are validated
• Drive benefits quantification and realisation from projects
• Build capacity through knowledge sharing and coaching; build credibility by engaging effectively with stakeholders, deploying appropriate methodologies and toolsets to design initiatives, focusing on an optimal customer experience.
• Business Analysis:
• Perform business impact analysis in liaison with line managers on any change that is imposed on current operational environment
• Liaise with appropriate stakeholders to identify, assess, and document business process requirements
• Analyse existing systems and business models
• Align to project milestones, timelines and deliverables to the agile software development lifecycle
• Identify options for potential solutions and assess them for both technical and business suitability
• Collaborate with users, IT Developers, management and external IT Services providers
• Carry out the relevant assessment to determine if solutions to business requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible
• Work collaboratively with the ICT team to develop and present proposals to stakeholders
• Analyse the impact of proposed solution across the business, develop use cases to explain/demonstrate business requirements/specifications to IT team, and contribute a business or process perspective during design reviews
• Assist the QA team to ensure that requirements documentation can be easily translated into test plans and ensure that the proper testing plans have been completed
• Facilitate implementation of new functionality through the development of appropriate documentation
• Work with test team to develop system integration test scripts and ensure the testing results correspond to the business expectations
• Recommend solutions that enable the organization to achieve its goals through the interpretation of technology, business processes and opportunities in the context of the technical and business requirements.
• Research and Innovation:
• Research industry market trends with respect to products, services, process and technology enhancements for suitability and application
• Engage with technology partners for technology related matters- hardware, software, infrastructure and support
• Continually analyse and identify process improvement opportunities across business and partner with key stakeholders to scope and ensure alignment with strategic priorities
• Modify and optimise processes and systems for continual improvement of business efficiency, reducing operational costs, improving sustainability and maximising profitability
• Champion the need and benefit of process management by utilising a structured approach to business process improvement.
• Proactively identify opportunities to improve current solutions and processes through automation
• Provide expertise and share best practices regarding Process Improvement tools and methodologies
• Promote and contribute to the development of a culture of continuous improvement across the Group
• Attend seminars, conferences and public invitations related to process improvement methodologies, technology, system engineering and industry related topics.
• Business Alignment:
• Define process hierarchies across the Group, translating those into the Group operational value chains to ensure alignment and seamless synergies between and across the teams, across the Group
• Support the facilitation and integration of process design, improvement and maintenance amongst role players across the Group
• Maintain interaction with business analysts project managers and IT together with business managers and teams throughout the lifecycle of process reengineering initiatives
• Ensure that commitments made to business are met and quantifiable, highlighting constraints and challenges experienced where applicable
• Project Management:
• Assist in the implementation of enhancements and change initiatives, ensuring inputs are provided to changes and changes reflected on process designs and all RMA impacted supporting documentation
• Deliver project objectives to achieve desired quality and impact, within time frames planned and within approved budget
• Ensure adherence to project Process and Quality gates, in line with QA Framework and process methodologies and principles
• Act as technical lead for projects, interacting with business partners to collaboratively define solutions to address key opportunities
• Collaborate with the Project Management Office to apply principles of change management to ensure projects are technically sound and that acceptance of changed is optimal and sustainable
• Provide feedback to the development team(s) and ensure the work is carried out in accordance with the projects schedule and the software quality requirements
• Implement processes to monitor and manage changed processes and maintain sustainability in line with process methodologies
• Maintain project information, update QA and project dashboard with accurate data and provide accurate project status updates to stakeholders.
• Reporting:
• Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed
• Adhere to deadlines and ensure accuracy and quality

WHAT WILL YOU GET IN RETURN?

• We offer great opportunities for personal and professional development in a stable company that’s 130 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: BSc Industrial Engineering Degree
• Lean and Six Sigma Certification (Green Belt/Black Belt/Master Black Belt)
• Business Analysis training advantageous
• 6 – 8 years’ experience in Business Process engineering; Process Modelling/Analysis and Design
• Minimum 5 years’ experience using leading methodologies and processes (e.g. Lean/Six Sigma, DMAIC, TQM, ISO or similar)
• High level computer literacy with the following applications- Microsoft suite, Visio, MiniTab
• Experience in leading multifunctional innovation projects across business units
• Sound, proven experience in implementing and improving business processes
• Proven ability to influence and affect change at all levels of the organization
• Experience with deploying aspects of large-scale business transformation projects
• Strong analytical skills to assess and interpret data to identify anomalies and deviations from the design of the process
• Good understanding of insurance and financial systems and technologies
• Ability to make customers the key focus for decisions about business processes
• Good interpersonal skills in developing positive working relationships with peers and business
• Ability to ensure compliance to all regulations and processes
• Ability to negotiate change and positively influence peers
• Insurance or financial services experience advantageous.

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Description
THE JOB AT A GLANCE

• As the Senior Claims Assessor, you will be reporting to the Team Leader: Senior Claims Assessor. You will be responsible for adjudicating and processing claims in an effective and efficient manner within the prescribed guidelines set out by Rand Mutual Assurance.

WHAT WILL YOU DO?

• Adjudicate on claims:
• Adjudicate claims in line with relevant policies, terms and conditions and all other requirements
• Decide on liability to pay the claims
• Evaluate claims received and determine requirements i.e. medical reports, Statement of Earnings for adjudication
• Evaluate and determine requirements for claims to be presented to RMA Medical staff and Technical Committee for decision making
• Where applicable, refer claims for repudiation
• Identify potential reinsurance and recoveries
• Identify fraudulent and suspicious claims
• Initiate claims investigations and review of investigation reports
• Authorise Permanent Disablement lumpsums and other transaction as per the authority limits policy.
• Manage Claims:
• Manage claims in line with individual targets
• Review claims in line with processes and limits as set out in RMA guidelines
• Escalate claims out of defined authority limits to Team Leader
• Process claims that fall within defined authority Limits
• Ensure that communication of claims is processed to both employer and employee as set out in the Claim’s Management Processes
• Timeously manage workflows and notifications
• Capture dependents and refer to Team Leader for authorisation where applicable
• Ensure timeous finalisation of claims calculation\authorisation of disability assessments
• Process claims within Maximum Medical Improvement and\or prescribed Claims Processing Cycle.
• Manage Costs:
• Approve claims for payment within authority limits for Total Temporary Disablement and Permanent Disability lumpsums and where necessary refer to Team Leaders
• Customer Service:
• Regularly communicate and liaise verbally and in writing with customers/suppliers/visitors/enquirers and relevant staff
• Interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Manage walk-in queries as and when required
• Handle customer inquiries both telephonically and by email
• Provide customers with accurate product and service information in an efficient manner
• Deal with all customers in a professional and empathetic manner

WHAT WILL YOU GET IN RETURN?

• We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 6 Diploma in a FAIS Recognised Qualification
• COIDA in Practice or Insurance Qualification an advantage
• Legal qualification an advantage
• FAIS Regulatory Examination (RE5)
• Minimum 5 years’ experience within the Insurance industry within a claims environment
• Knowledge of payroll admin processes
• Knowledge of COID legislation
• Knowledge of Claims processing, approval and payment processes would be advantageous
• Insurance and/or Medical Aid experience would be advantageous
   

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THE JOB AT A GLANCE

• As a Life Claims Assessor, you will be reporting to the Claims Manager: Life, you will be responsible for adjudicating and processing claims in an effective and efficient manner within the prescribed guidelines set out by Rand Mutual Assurance.

WHAT WILL YOU DO?

• Effectively and efficiently perform the function of a Funeral Claims Assessor:
• Assess all funeral claims for validity and process for approval
• Communicate outstanding requirements to brokers/clients on pending claims, according to the follow up process and procedures
• Adhere to a 24-hour turnaround time for all funeral claims
• Finalise each claim on system e.g. Correct claim status should reflect (Paid/Declined/Pending/Closed/Unclaimed)
• Draft and forward payment and repudiation letters for all funeral claims on the same day in which the claim was finalised
• Update notes with comments regarding the progress of the claim
• Ensure that the assessment synopsis is correctly executed under notes on the system and that the assessing decision is done in the correct format as set out in the process and procedures documents
• Assist with walk in clients when required
• Deal with queries received on claims from clients/brokers
• Follow all referral criteria e.g. Forensics
• Ensure all scanned documents have been indexed correctly
• Management of notifications
• Follow up on notifications where full claims have not yet been received
• Management of the timeous finalization of claims
• Adherence to company standard operating procedures
• Ensure that the highest quality is maintained, and that the communication sent to clients/brokers is double checked for validity and accuracy
• Deal with claims assessing escalations
• Utilise validation tools as set out in the claims process e.g. XDS, VOPD etc.Customer Service:
• Regularly communicate and liaise verbally and in writing with customers/suppliers/visitors/enquirers and relevant staff
• Interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Manage walk-in queries as and when required in line with the RMA Service Catalogue
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Provide customers with accurate product and service information in an efficient manner
• Update existing customer personal information on the system
• Deal with all customers in a professional and empathetic manner

WHAT WILL YOU GET IN RETURN?

• We offer great opportunities for personal and professional development in a stable company that’s 130 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• Grade 12 qualification/Matric Certificate
• FAIS Regulatory Examination (RE5) Certificate
• NQF Level 5 Higher Certificate in a FAIS Recognised Qualification
• A medical qualification would be advantageous
• Insurance Qualification (advantageous)
• 3 to 5 years claims related experience
• General knowledge of the LTI Act
• Intimate knowledge of the FAIS Act
• Intimate knowledge of the GCOC
• Intimate knowledge of the Insurance Act
• General knowledge of the ASISA Standards and Guides
• Good Administrative skills
• Advanced Excel Skills
• Knowledge of Claims processing, approval
• Long Term Insurance experience
• Deadline driven