Jobs at Telesure Investment Holdings

Introduction    
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

Review and resolve escalated service related disputes in a fair and equitable manner. Contribute to the safeguarding of the organisations reputation by mitigating risk relating to disputes.

Specification    
RESPONSIBILITIES
Solutions Analysis

• Reviewing a claims outcome and/or customer complaint. Taking into account policy terms and conditions, ombudsman stances, legislation regulation etc to determine the correct outcome for the external customers.

Customer Service

• Responsibilities may include processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints.
• Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management.
• Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.

Needs Clarification

• Ask relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.

Operational Compliance

• Ensure all work meets operational, technical and financial results and/ or targets as and when required. Deliver on TCF principles in alignment with regulatory requirements.
• Identify instances of non-compliance with the organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies.
• Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education.

Requirements    

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential);
• Relevant 3 year Business related degree / diploma (Advantageous);
• STI Qualification (Advantageous);
• RE compliant (Advantageous);
• FAIS compliant (Advantageous)

General Experience

• 3 or more years’ experience in an insurance and claims environment (Essential);
• Dispute resolution experience (Advantageous);
• Legal background within an insurance industry (Advantageous);
• Online reputation management experience (Advantageous)

SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

go to method of application »

Specification    
User Support

• Provide first-line and to a certain extent, second-line hardware, software, and end-user support as required and in line with documented procedures and service level targets to support the business effectively.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

Internal Client Relationship Management

• Help manage internal client relationships by supporting other to build effective working relations.

Resolving Customer Issues

• Respond to basic and advanced issues and escalations promptly. Further escalate issues when required.

Administration

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

Work Scheduling and Allocation

• Organize own work schedule each day in line with changing priorities.

Testing

• Perform a broad range of tests that required detailed assessment, measurement and judgment. Perform required tests on the communications systems. Locate faults and diagnose problems resolve issues on the systems.

Requirements    
General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)

General Experience

• 3-5 years technical work experience with Avaya PABX and voice recording systems (Essential);

Experience working with SQL/ EMC/ POM (Advantageous)

Application

• Nice-Engage; Avaya PABX; CMS; SBC; SIP/H.323; System Manager

*SAQA Accredited Equivalent* - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.

Financial Sector Conduct Authority (FSCA)** competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) - As a registered Financial Service Provider, we are mandated to ensure that all our representatives are always and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

Employment Equity

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organizational culture that recognizes, appreciates and values diversity & inclusion.

Should you not hear from our team in 30 days, kindly consider your application unsuccessful.

Unlock your greatness & be unstoppable

About TIH

Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.

What we offer

TIH offers an exceptional benefits programme, and competitive compensation packages. You have options for Life Cover, Disability Benefits, Provident Fund, Medical Aid, and more. Office benefits include free undercover parking, free Wi-Fi, ATMs, an onsite gym, subsidised meals, convenience store, coffee shop, free seasonal fruits – every day, and an Active Access walking programme
Job Closing Date    23/01/2022