Current Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Provide administrative, analysis and project support to relevant distribution channel whilst effectively building and maintaining relationships with internal and external stakeholders. Ensure effective processes and risk mitigation.

RESPONSIBILITIES

Risk Management & Analysis

• Gather, monitor and analyze risk data and recommend further investigation. Involves using established risk management models, systems and protocols and working under direction. Continuously review risk management and processes to ensure quality for business.

Client & Customer Management

• Help senior colleagues manage client and customer relationships by using relevant sales or client systems. Responsible for the vetting of all new brokers applications in terms of contractual and compliance regulations. Vet all New Private Facilities and Facilitating all processes regarding Private Facilities. Manage New Business and processes and ensure that risks are eliminated including dealing with binder holders and outsourced partners. Call clients with regards to distressed policies. Build and maintain a Risk Management and monitoring process of new and existing Brokers. Assist in broker debt management.

Stakeholder Engagement

• Effectively build and maintain relationships with both internal and external stakeholders and partners. Ensure effective service delivery to meet stakeholders needs within specified SLA’s. Assist with the retention's processes and work with the Retention's Team. Ad hoc project support within channel (marketing, events etc.).

Administration

• Produce update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar.
• Assist in setting up and maintaining administration processes. Effectively manage the channels complaints processes. Process invoices and pay weekly Broker commissions.

Document and Data Management

• Responsible for populating standard contracts, letter and communication to external partners and clients. Maintain and store a centralized archive of all distribution related data, applications, communication, decisions, and documentation. Management of new applications, marketing material and recording of printing ratios. Populate weekly Dash board for the channel.

Scan and file Broker contracts.

• Assist with compiling presentations. Data Collection & Analysis Collate and analyzing information for management and reporting.

Work Scheduling and Allocation

• Organize own work schedule in order to get the job done. Supervise junior administrators and assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

SKILLS

Verbal and Written Communication

• Use clear and effective verbal communications skills with guidance to express ideas, request actions and formulate plans or policies.

Planning and Organizing Plan

• Organize, prioritize and oversee activities to efficiently meet business objectives. Excellent time management skills.

Review and Reporting

• Review and create relevant, lucid and effective reports.

Data Collection and Analysis

• Analyze data trends for use in reports to help guide decision making.

Attention to Detail

• Apply concepts of knowledge / skill when having to be attentive to details.

Policy and Procedures

• Monitor, interpret and understand policies and procedures, while making sure they match organizational objectives.

Data Management

• Organize, protect and process data to fulfill business objectives.

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

Computer Skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages. Intermediate excel and computer literacy.

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Excel certificate (Essential
• Diploma or Degree (Advantageous)

EXPERIENCE

General Experience

• 3 or more years operational admin and data analysis, within a financial services environment (Essential)
• Experience with 3rd party Brokers (Essential)
• Experience in the long-term insurance industry (Advantageous)

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JOB PURPOSE

• Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim. Assist with any adhoc administrative tasks and provide support the Inbound Team as and when required.

RESPONSIBILITIES

• Customer Management (Internal) Respond to customer emails and ensure follow up calls where required in a professional manner. Manage and resolve customer complaints and provide product and service information to customers. Identify customer claims and route calls to appropriate department. Help manage customer by carrying out standard activities to complete the customer request. Analyse and respond to emails received, ask questions and probe for clarity to gather relevant information to assist in resolving customer complaint or request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information andinvestigate claim. Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.

Work Scheduling and operational compliance

• Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA. Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately). Remain up to date current and new product knowledge to enable effective decision making.

Administration

•  Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs. Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external). Ensure regular feedback to services department and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the services department.

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements

EDUCATION

General Education

•  Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification(Advantageous).

EXPERIENCE

General Experience

1-3 years Financial Services industry experience (Essential); 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous); STI experience and VAPS experience (Advantageous).

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JOB PURPOSE

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

RESPONSIBILITIES

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems,policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering tomandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Requirements
EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (essential)
• Regulatory Exam 5 (advantageous)

EXPERIENCE

• General Experience
• 1 year telephonic sales experience (essential)

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JOB PURPOSE

• Provide support to senior analysts and managers within the General Insurance Actuarial team. Use statistical models to analyze data and calculate the probability of and costs associated with certain events.

RESPONSIBILITIES

Data Collection & Analysis

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats. Extract and verify data used for actuarial models. Reconcile data/information against credible data sources (for example financials) to ensure the data is complete and accurate. Before data is used for analysis/ modelling, review and acquire signed-off from the Technical Manager.

Actuarial Modeling

• Assist in developing actuarial models and processes. Models to be fit for purpose and able to estimate the reality accurately. Regularly monitor Models to ensure model performance.

Insights and Reporting

• Extract and combine data to generate standard reports. Provide an ecosystem where data and data analysis is nimble and easy to access within the business. Ensure monitoring is accurate and complete and regularly validated against credible data sources. Review results on a regular basis and monitor against actuals across brands and distribution channels within the business.

Model Deployment and Testing

• Develop the monitoring processes to measure the performance of the model/ pricing under the guidance of the technical manager.

Improvement / Innovation

• Support others by implementing improvements and carrying out simple change management tasks. Ensure data processes are continuously maintained and kept up to date.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Bachelors / Honours degree in Actuarial Science or similar (Essential)
• Making good progression toward Actuarial qualification (Essential)

EXPERIENCE

General Experience

• Actuarial Graduate from university or an individual with less than 2 years work experience outside of the Short Term Insurance environment (Essential)

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JOB PURPOSE

• Measure, analyse and interpret trends to use data to extract quantifiable insights from past trends and current conditions that increase TIH profitability and improve efficiency. The primary role is to turn data into knowledge to enable and improve key business processes.

RESPONSIBILITIES

Insights and Reporting

• Contribute to the design and creation of reporting templates and models for operations, technical and financial etc. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations to key stakeholders to make informed decisions.

Data Collection and Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

Stakeholder Engagement

• Manage relationships with internal and external stakeholders to ensure consistent, accurate, aligned and valid data is available. Identify reporting needs with the relevant role players. Act as the SME and manage all engagement and delivery in collaboration with the data science team.

Application Software Development

• Contribute to development of existing and new applications by analysing and identifying areas for modification and improvement. Contribute to development of new applications to meet internal customer requirements.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education and trends.

Data Management

• Use data management systems to deliver prescribed outcomes with guidance from specialist colleagues. This includes being responsible for operating key elements of the system.

Database Specifications

• Provide information and comments on suitability during approval process for database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved.
• Should you not hear from our team in 30 days, kindly consider your application unsuccessful.

 Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Diploma in Statistics/Business Information (Advantageous)

GENERAL EXPERIENCE

• 3 or more years in a similar role with a key focus on analytics and reporting (Essential)
• Call Centre environment experience (Essential)
• Experience and knowledge of the financial insurance industry (Advantageous)