Job Opportunities at Telesure Investment Holdings (TIH)

Responsibilities

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards. Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle. Accurate quantification, identification and validation of vehicles.

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. Consistently provide service in accordance to the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others. Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim). Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate. Specialize in specialist vehicle knowledge and apply skills to optimize repair cost

General Education

• Grade 12 / SAQA Accredited Equivalent (Essential);
• VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
• General Experience
• 2 - 4 years’ work experience in the following (Advantageous) Workshop / Motor Industry experience Front line / client relationship experience in a panel beating environment. Practical panel beating, spray painting, mechanical and electrical experience Assessing experience at a short term insurer, Estimating in a panel beating environment
• 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.

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Governance 

• Roles at this level are individual contributors operating as junior specialist with operational or administrative processes, selecting the most appropriate approach (from established options) and reacting to changing priorities / circumstances. Process specialist.

Settlement Negotiation 

• Negotiate the best possible settlement with uninsured third parties in the shortest amount of time in accordance with the standard operating procedure

Payment Management 

• Manage and follow-up on payment arrangements made with third parties in accordance with the standard operating procedure.
• Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures.
• Payment method conversions i.e. conversion of cash payers to debit orders

Customer Management 

• Update, inform and notify the customers of the status of the recovery in accordance with standard operating procedure.

Data collection and analysis 

• Determine and decide on the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery.

Correspondence 

• Execute telephonic and written demands for payment of outstanding debt from uninsured third parties in accordance with the standard operating procedure.

Document Management 

• Ensure all relevant data obtained during the course of a recovery including payment arrangements negotiated is captured accurately and timeously in order to ensure a successful outcome.

Continuous Development 

• Ensure up-to-date knowledge of company products, systems and procedures.

General Education

• Matric or SAQA accredited equivalent (Essential);
• Paralegal Diploma or Debt collection certificate (Advantageous)

General Experience 

• 1-2 years call centre experience within a customer services environment in the Short term insurance industry (Essential);
• 1-2 years debt collection experience (Essential); Credit control 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; 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 to mandatory 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.

General Education 

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

General Experience 

• 1 year telephonic sales experience (essential)

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Job Purpose

Develop and execute the marketing activities across the different commercial products in both B2C and B2B markets. Responsible for crafting the message and position of the business insurance products to drive demand in the respective target markets.

Responsibilities

Marketing

• Oversee a particular product or service within the larger marketing strategy. Work with marketing, communications, operations and sales to ensure that the products are correctly communicated to the market.

Brand Strategy and Effectiveness

• Assist in establishing and implementing adequate marketing strategies for the VAPS products, across brands. Defining the measures used to determine brand effectiveness and using the results to inform future activities.

Stakeholder Engagement

• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns. Liaising with all business areas and identifying opportunities for growth in these areas and coordinate with interdepartmental teams to execute marketing and operational plans.

Brand Positioning

• Assist in achieving brand positioning and lead on contributing ideas to brand plans. Develop objectives and strategies for campaign implementation.

Insights and Reporting

• Responsible for analysing campaign outcomes and providing accurate and timeous analysis, reporting and insights to relevant stakeholders.

Product Management

• Monitor all aspects of a product life cycle, including long- and short-term development and marketing. Responsible for continuously assessing competitive products in the marketplace and offering suggestions on product enhancements to ensure that products compete successfully in the marketplace Continuous Improvement Review existing operations in own area of work and implement innovation processes. Ensure up to date knowledge of relevant products, systems and procedures.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Budgeting & Costing

• Manage and track budgets and report on performance to more senior colleagues.

Research

• Carry out a range of research activities. Responsible for assisting with research projects related to target markets.

General Experience

• 3 or more years' Digital campaign set up and management such as: Paid search campaigns, social media campaigns, display campaigns, experience in a marketing environment (Essential);