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  • Posted: Jan 13, 2025
    Deadline: Not specified
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    Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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    Broker Support Agent: Claims (Pretoria)

    Job Purpose

    • Manage and process claims by working together as a team to guide the broker / policyholder along the claims process, investigate the claim for legitimacy and the extent of the damage, and eventually approve or deny a claim based on the insured's claim filing paperwork, their coverage, and other factors.

    Responsibilities

    • Insurance Claims Administration
    • Carry out a range of information gathering and data processing activities to support the administration of insurance claims, including an initial review of claims documentation to identify further information needed and/or to allocate cases to the appropriate claims specialists/investigators.
    • Document Management
    • Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.
    • Administration
    • Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
    • Intermediary / Customer Service Management
    • Carry out standard intermediary / customer service activities and handle simple customer enquiries.
    • Stakeholder Engagement
    • Support stakeholder engagement by arranging actions, meetings, and events.
    • Compliance
    • Work within standard compliance systems and report simple non-compliance issues.
    • Comply with service level agreements and quality standards.
    • Personal Capability Building
    • Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. 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.
    • Continuous Improvement
    • Contribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.
    • Data Management
    • Support others by working on a variety of data management tasks.
    • Performance Management
    • Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.
    • External Communications
    • Create positive experiences for clients by interacting courteously with them.

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

    Experience

    • 1 – 3 years Financial Services industry experience (Essential); Short-term insurance product knowledge / intermediary experience (Advantageous); ROC experience (Advantageous).

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    Senior Developer

    Job Purpose

    • Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team. May supervise computer programmers.
    • Responsibilities
    • Application Software Development
    • Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.
    • Improvement / Innovation
    • Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
    • Applications Software Maintenance
    • Monitor, identify, and correct more complex software defects to maintain fully functioning applications software.
    • Testing IT Performance
    • Perform website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
    • Information Security
    • Implement and provide input on the design of required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
    • 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
    • Organisational Capability Building
    • Provide coaching to team members to develop their skills.
    • Operational Compliance
    • Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
    • Application Software Roadmap
    • Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
    • Customer Service
    • Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)

    Experience

    • 5 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).

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    Live Chats Team Lead: Customer Services Australia (Night shift)

    Job Purpose

    • To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

    Responsibilities

    • Operations Management
    • Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
    • Organisational Capability Building
    • Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
    • Customer Relationship Management (CRM) Data
    • Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. 
    • Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
    • Leadership and Direction
    • Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
    • Performance Management
    • Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
    • Customer Service
    • Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. 
    • Ensure effective customer relationships and maintain customer satisfaction at all times.
    • Customer Management
    • Help manage customer relationships by using relevant systems.
    • Insights and Reporting
    • Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
    • Improvement / Innovation
    • Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
    • Operational Compliance
    • Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
    • Correspondence
    • Respond to requests and escalated requests using
    • telephonic conversation or emails (internal and external
    • stakeholders).
    • 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.

    Education

    • Grade 12 or SAQA Accredited Equivalent (essential)

    Experience

    • 2 - 3 years in Customer Care Experience (Essential) Experience in Financial Services Industry (Advantageous).
    • Experience of supervising and directing  people and other resources to achieve specific end results within limited time-frames  (13 months to 3 years), 3 or more years
    • Customer Service experience (Essential);
    • Experience in Financial Services environment (Advantageous). 2 or more years people management experience (Advantageous)

    Method of Application

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