Fresh Positions at Santam Insurance

WHAT WILL YOU DO?

• The Contact Centre Agent will fulfil duties such as registration of claims, loading of Insurance and Value-Added Services claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums.
• This role will also include the following:
• Answering inbound calls and register claims telephonically including emergencies and Value-Added Services.
• Follow compliance regulations for registration of claims that are not on the system, by creating an Incident and advise client of the disclaimer
• Natis checks/PDP checks/premium validations and various query types

KEY RESPONSIBILITIES

• Telephone Management
• Being professional and answering the phone promptly always
• Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
• Process STP (Straight Through Processing) claims
• Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
• Servicing our clients including: general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries and claims management, monitoring and reviewing your dashboard daily to action tasks in a prompt and efficient manner and relationship building
• Ensuring performance standards are met against KPI’s and KPA’s
• Be flexible and available as and when needed
• Attending all training schedules as required

QUALIFICATIONS AND EXPERIENCE

• Matric
• Minimum of 3 years’ experience in Short Term Insurance essential preferably claims
• Preferred candidate to be bilingual (English and Afrikaans)
• Excellent computer literacy – MS Office and Santam systems
• Strong client service orientation

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KEY RESPONSIBILITIES

• Manage expediting tasks and the repair process instructions from system through any communication and or documents. Working on Audawatch, BPM & ClaimCenter
• Contact assessor, MBR or intermediary telephonically for any information needed to process payments or completion of expediting tasks and any queries that may arise?
• Ensuring towed vehicles reach the correct destinations.
• DOS
• Car Rental arrangement on Broker internet registrations
• Managing Towing process end to end in motor claims
• Escalating MBR Non-Compliance to CRM, to facilitate the process.
• Completing outstanding information on Audawatch.
• Create and amend tasks on Abuntex Integrated claims
• Handle complaints, queries and all interaction with, Service Providers, internal stakeholders, Relationship Managers.
• Post Support on BPM and RSS.
• Manage status 70, 80 and 90, keeping dashboards up to date and meeting TAT targets.
• Manage workload and instructions from system through any communication and or documents.
• Contact Suppliers to follow up on outstanding invoices.
• Reconciliation of outstanding payment according to the supplier’s reconciliation reports.
• Processing recoveries 
• Ad hock tasks that need urgent attention.

QUAILIFICATIONS & EXPERIENCE

• Matric
• Fully computer literate (MS Office)
• Any previous claims handling, pre-support and or post support experience is advantageous
• Knowledge of ClaimCentre, Avaya, Abuntex, Dreamtec and BPM will be an advantage

SKILLS

• Ability to verify and interpret policy and appraisal detail
• Good communication skills
• Telephonic skills
• Ability to handle conflict and negotiate
• Business ethics
• Excel
• Conflict Handling

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What will you do?

• The purpose of this position is to provide support to the Relationship Management function and is responsiblefor delivering quality service to customers, who could either be internal or external to Santam (includingbrokers, customers, partners and suppliers). The successful incumbent will provide support to addresscustomer needs, concerns and issues.

What will make you successful in this role?

• Prepare basic reports and statistics based on risk analysis.
• Communicate with internal stakeholders to provide information, feedback and follow through on queriesand/ or instructions
• Address unusual and non-standard customer issues including underwriting and commercial relatedqueries.
• Receive requests for and generation of quotations
• Task related decision making within set policies and procedures
• Research to assist in addressing non-standard underwriting issues
• Update RM reports
• Create client profiles for identified risks
• Building strong customer relationships and delivering customer-centric solutions.

Qualification and Experience

• Matric or equivalent qualification
• FAIS accreditation required
• RE 5
• 3 - 5 years Marine Insurance experience

Knowledge and Skills

• Familiar with Excel, Word, Intranet, Kit, Knowledge of Marine products

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ROLE PURPOSE

• The purpose of this role is to ensure the safe and responsible sale and/or disposal of an asset (motor and non-motor) once it is deemed a write-off or uneconomical to repair, by the assessor. This must be done in adherence with the SAIA code of conduct. The role exists to have full control, visibility, and management of all of Santam’s salvage inventory. This is in excess of R800 million worth of potential revenue that directly improves Santam’s bottom line. The value this role contributes is that it controls, manages and has line of sight of all of Santam’s salvage stock on the move, ultimately ensuring that the vehicle is auction ready and income is generated and money banked (end-to-end process). 

KEY RESPONSIBILITIES
Billing / Invoicing: 

• Monthly project invoicing and reconciliations
• Debtors processing
• Invoicing and statement preparation
• Accurate interpretation of debtors age analysis
• Knowledge of unapplied (Ensure that all Unallocated receipts have been allocated on a weekly basis)
• Basic credit control principles
• Supporting and update supplier information.
• Supplier reconciliations
• Ensure that all remittances are requested from all customers to have the receipts allocated accordingly
• Drive vehicle allocation against turnaround times 
• Knowledge of credit notes

 Financial Administration: 

• Track the vehicle payments.

Account payable:

• Receiving, verifying, and entering invoices into the accounting system.
• Preparing and processing payments to vendors.
• Maintaining relationships with vendors, addressing any discrepancies or issues with invoices or payments, and responding to vendor inquiries.
• Regularly reconciling accounts payable transactions to ensure that the ledger is accurate and up to date.
• Maintaining organized records of payments, and correspondence for audit purposes.
• Ensure that all payments are made in compliance with company policies, contracts, and relevant laws or regulations.
• Accurate interpretation of open order age analysis
• Reconciliation
• Knowledge of credit notes

Query Handling: 

• Liaising with internal and external (SMD, Auction Nation) stakeholders
• Handle queries from stakeholders
• Adherence of SOP and SLA
• Ensures client satisfaction and targets are met
• Escalate complaints to the relevant Team Managers or Departments.

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About the role

• The Business Analyst plays a key role in helping business to implement Business Optimisation Initiatives, improve processes and implement technical efficiencies in Operations.

Job Description

• Responsible for the analysis of small applications or part of a team on larger applications.
• Responsible for the systematic and methodical investigation, analysis and documentation of all or part of a business area in terms of business functions and processes and the information they use.
• Identifies and examines business needs and determines timely and effective solutions to business functions and processes.
• Analyse, document and maintain business requirements and functional specifications and translated into development requirements
• Responsible for the writing of user stories that are clear and concise for input into the Development teams.
• Participate in quality assurance, user acceptance testing and operationalizing with Business owners.
• Provide support and collaborate with change management, training, design, development and testing competencies
• Provide support function to business
• Ability to troubleshoot & solution orientation
• Acts as a bridge between the business and the IT development teams.

Qualifications and Experience

• Relevant Tertiary qualification or certificate/diploma in business analysis from an industry recognized training institution
• Lead Six Sigma, in Financial Services Industry Context
• Minimum 3 years’ experience as Business Analyst
• Minimum 1 year Experience in the Insurance Industry

Experience with

• Business Optimisation improvement in Operations context
• Writing business requirements and user stories
• Working with systems development lifecycle (SDLC), and agile methodologies
• Understanding test methodology and providing support and input to test strategy, test plans, test cases and scenarios, user acceptance testing, setting up test data and test environments, review test results

Experience in the following areas will be advantageous

• Short term insurance or financial services industry
• Experience in the use of Jira and Confluence

Skills

• Analytical and problem-solving ability
• Good eye for document design
• Strong customer service orientation and collaborative interpersonal style
• Ability to work at the conceptual as well as detailed level
• Business acumen with thorough knowledge and understanding of business, process and technology environments
• Effective communication skills both written and verbal, in business and technical terms, appropriately designed for the target audience
• Ability to effectively deal with conflict situations and
• Emotional intelligence
• Team player with ability to work independently as well as collaboratively

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What will you do?

• To provide technical pricing leadership to the development, management and execution of a comprehensive pricing strategy for Santam Client Solutions (SCS) business. This role involves identifying market opportunities through competitor and market analysis and producing business intelligence on underwriting performance. The role ensures the sustained profitable growth of the division through the implementation of risk-based pricing models across all products and distribution mechanisms. The role includes the following key areas of accountability:
• Development, maintenance and implementation of risk-based pricing models across all products and distribution mechanisms within SCS
• Develop and grow a world class pricing team in support of the SCS strategic objective to grow in its target markets
• Ensure SCS pricing governance and controls are in place to safeguard the premium adequacy of the portfolio

Key accountabilities and responsibilities include:

• Develop and execute pricing strategies aligned with business objectives to ensure profitability for SCS while remaining competitive in the market
• Build, maintain and implement scientific risk pricing models, ensuring pricing models are regularly updated through ongoing refinements and testing
• Build pricing adequacy reporting framework
• Apply advanced actuarial/statistical techniques using modern technology tools in analysing data and implementing pricing initiatives.
• Technical pricing innovation and improvement on existing models to achieve short-term and long-term business targets
• Contribute to the governance of the actuarial pricing functions across the Santam group to ensure consistent practices are applied across the group
• Input into product development and business processes where required
• Monitor market conditions and identify opportunities through competitor and market analysis
• Build, lead and mentor the pricing team, ensuring personal and professional development of the team and fostering a culture of excellence and continuous improvement

What do you need?

• Bachelor’s degree in actuarial science, statistics or similar qualification
• Fully or nearly qualified actuary or similar 
• Proven track record of at least 8 years’ experience within short term insurance pricing environment.
• At least 4 years’ management of a pricing function. 
• Good knowledge of Commercial and Personal products is essential.

Skills

• Technical pricing skills
• Management of a pricing function
• Skilled in leading and coaching staff to keep pricing talents engaged and productive
• Excellent English communication & report-writing and presentation skills
• Establish interpersonal relationship, negotiating and networking skills
• Ability to influence
• Ability to work under pressure with appropriate prioritisation skills
• Results-orientated and deadline driven
• Analytical skills and problem-solving abilities
• Creativity and ability to innovate and find new solutions to new challenges
• Able to organise own and others’ workloads to achieve priorities and objectives
• Demonstrate capability to think of the organisation holistically
• Empowering others