Job Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

• Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.

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 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.
• Specialise in specialist vehicle knowledge and apply skills to optimise repair cost

Education

• Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

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.

go to method of application »

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 as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• 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 stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. 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 organisation'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 call back 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 organisation 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 productivity, 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.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

go to method of application »

Job Purpose

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

Responsibilities

• Solutions Analysis
• Reviewing a claims outcome and customer service 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 organisation'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.

Education

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

Experience

• 3 or more years’ experience in an insurance and claims environment (Essential); 1 or more years' dispute resolution experience (Essential); Legal background within an insurance industry (Advantageous); Online reputation management experience (Advantageous).