Job Vacancies at Old Mutual South Africa

Detailed Description

• Answer telephone and email queries from the brokers, based on updated logs
• Update e-log notes
• Prepare payments file on successful recovery
• Finalise claim as per RECOVERIES standard – Update log – Update broker – Finalise on BPM and financial system
• Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation
• Be aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.)
• Align own behaviour with the organisation culture and values
• Achieve own performance objectives
• Actively participate in own professional development and career path.
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints. Gather feedback on customer satisfaction and report to the relevant party

Job Requirements

• Matric
• Appropriate Insurance Qualification
• 3 years’ relevant Short Term Insurance Motor Recovery Claims experience
• Minimum period required to perform productivity in this job: 1 Month

Additional Details
Competencies

• Customer and Collaboration
• Leading with influence and innovation
• Execution and Personal Mastery

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Detailed Description
Effectively assessing Non-Motor (Building/ Content) claims to achieve high quality claims resolution.

Understanding of Non-Motor claims terms & claim types.

• Should be aware of escalation metrics and approved channels
• Analysing a problem and formulating its solving approach
• Identifying signs and details indicating frau
• Understanding of the Non-Motor claims policies, activities and procedures in claims environment.

Process

• Providing prompt & correct assessment.
• Explore alternatives available for claims assessing and settlement processes, moderation, building rates and service providers.
• Mapping client needs to company specified
• Create collaborative relationships with internal and external process improvements designed to enhance the customer experience and value
• Support implementing of new systems and processes

Service delivery – internal and external

• Actively follow service practices to determine the status of customer service and relations
• Proactively identify customer solutions (process, product, systems) to address changing service requirements, ensure customer satisfaction

Job Requirements

• Matric
• Valid Driver Licence
• Appropriate Insurance Qualification is preferred
• 3 years Non Motor Claims Assessment experience

Additional Details

Building and Maintaining Relationships (service orientation)

• Able to establish and maintain relationships with people at all levels; promotes harmony and consensus through diplomatic handling of disagreements and potential conflict

Drive / goal orientation

• Initiates actions to ensure delivery of agreed upon goals in support of organisational strategy

Business acumen

• Ability to integrate the unit’s activities to ensure a viable and profitable operation

Decision-making

• Analytically evaluating information in a systematic manner to solve problems and make effective decisions

Interpersonal impact

• Builds trusting relationships between individuals and teams through open and honest communication

Motivating Others

• Enthuses others and facilitates successful goal accomplishment by promoting a clear sense of purpose, inspiring a positive to work, and arousing a strong desire to succeed amongst team members

Team work

• Co-operates and works well with others in the pursuit of team goals; shares information; supports others

Client orientation

• Displays passion in actively building and maintaining exceptional client relationships and providing superior service

Technical ability

• Demonstrated expertise in Claims service delivery and Track record of managing conflict

Executing 

• Displays consistent energy, drive and perseverance in order to deliver results.

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Detailed Description
To generate and conclude sales from new and existing client sources

• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Provide accurate and efficient quotation/s to customers.
• Maintain an agreed lead to sale ratio.
• Maintain an agreed lead to quote ratio.
• Maintain an agreed quote to sale ratio.
• Required to work shifts as scheduled.
• Manage all allocated leads.
• Sell according to agreed targets for the day.
• Maintain a 90% QA average on all calls.
• Accurately and efficiently capture all customer data.
• Finalise calls at point of contact, where possible.
• Forward accurate policy documents to customers within mandated timeframes.
• Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.

Quality service delivery

• Provide customer services in line with quality and performance standards.
• Build positive customer relations and solve or escalate customer queries and complaints.
• Gather feedback on customer satisfaction and report to the relevant parties.
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with organisational policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the iWYZE team to deliver required service levels.
• Actively participate in the iWYZE team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

Job Requirements

• Grade 12
• Appropriate insurance qualification (FAIS & RE non-negotiable)
• 2 years’ experience working in a call centre. Long Term Insurance experience would be advantageous.