Job Vacancies at Oneplan Underwriting Managers (Pty) Ltd

Key Duties & Responsibilities:

Claims Assessing:

• Timeous and accurate Assessing of claims (30 claims per day minimum).
• To assist when additional help as needed on queues to keep the live, assist with overflow as directed by team leader and/or supervisor. Queues must be live, this includes tasks met within specified due date.
• Authorization of Hospital (primarily), Day-to-day and/or all related claims as per policy terms and conditions and standard protocol.
• Inform customers/providers in a professional manner regarding invoices what will not be accepted or specific claim requirements via appropriate methods And assist with follow ups on claims information as and when required (email/ telephonically/whatsapp). A professional tone and professional communication internally and external must be maintained continuously.
• Follow-up on customer/provider enquires not immediately resolved, within determined SLA’s.
• All client communication to be professional and accurate.
• Answer phones and respond to customer requests within the determined SLA.
• Explain products and update customer details in computer system.
• Provide customers with product and service information via appropriate methods (email/ telephonically/whatsapp).
• Follow and adhere to claims/company processes, procedures, and protocol.
• Recognize, document, and alert the supervisor of trends in customer calls/claims. And assist in identifying possible/suspected fraudulent claims or clients.
• Recommend process i. changes and/or improvement suggestions
• Focus on first call and/or interaction resolution as far as possible.
• Whatsapp; Answer WhatsApp chats with customer requests within the determined SLA. Accurately and correctly answer all client messages and queries received on the WhatsApp Pet Hospital claims queue. Refer relevant claims queries to the correct pet queue, where relevant.
• Transfer customer calls to appropriate staff, where necessary
• Conduct outbound calls as and when required to ensure client is informed and updated on the progress/ status of the claim
• Daily updates: Ensure daily stats are manually tracked and updated on the daily spreadsheet and sent to supervisor/ manager at the end of each day. This includes submission of all relevant reports, paperwork and updates on all claims activity as directed, in a timeous manner. Do daily system checks and reporting feedback and any issues to superior/manager timeously.
• Assessing of claims according to standard operating procedure and company protocols
• Improve client service experience, create engaged clients, and facilitate organic growth
• Manages tasks allocated through omni-channel platforms including WhatsApp.
• Handle complex and escalated client service issues.
• Build/maintain rapid channel of communication to client in case of service-related issues and events.
• Represent the “Voice of the Customer”.
• Create a culture of Customer/Client Centricity.
• Identify any potential errors or obstacles that may arise which might impact client experience and ensure this has been addressed and highlighted to Supervisor.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the client’s queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raise.

Underwriting 

• Pet image validation- queue to be cleared daily, and stats on the amount closed to be tracked and reported daily
• Request regularly for updated pet images when working on cases or on a file.
• Claims underwriting queue: Accurately Underwriting of new dependents, Underwriting according to protocol and to ensure effective risk management 

 Additional tasks

• Be available and willing to assist with any additional tasks and projects, as required by the department.
• Conduct outbound calls as and when required to ensure client is informed and updated on the progress/ status of the claim, and complaint handling. 

 Claims Queries

• To log every call/ query received / made (Connex/OTRS/Whatsapp/ notes OPA)
• Identify, research, and resolve customer issues using the CRMS.
• Follow-up on customer enquires not immediately resolved, within determined SLA’s.
• Complete call logs and reports.
• Educate clients on claims process and general claims queries.
• Assist and resolve claim queries and client complaints (telephonically/emails/ Whatsapp). 

Quality, Consistency and Compliance

• Maintain standard as per CSAT, QA Call metrics and claim assessing score (85% pass rate) and (3% error rate).
• Timeous answering of chats within specified SLA (5 minutes).
• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
• Key Performance Area Core Activities & Accountabilities.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure quality assurance standards are met as per company guidelines.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board, and the Financial Services industry.

Work Collaboratively

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions. 

Self-Management and Time Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Requirements

Key Requirements of the Role:

• Grade 12 with English and a second language
• RE5 (preferred)
• Relevant qualification in related field advantageous
• Minimum of 2-3 years Customer Service and Claims experience (preferably Pet Insurance)
• Meet FAIS fit and Proper requirements

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Key Responsibilities:

Complaint Management & Resolution

• Oversee formal complaints related to data privacy, FAIS Code of Conduct, PPR, and data breaches, logging and tracking them in the complaints management system.
• Conduct detailed investigations for each complaint, gathering information from relevant teams to provide clear, compliant, and fair resolutions.
• Draft, review, and issue compliant communications to complainants, ensuring timely updates on progress and final resolutions in line with FAIS and PPR requirements.

Regulatory Compliance & Reporting

• Ensure that all complaints are managed according to POPIA, FAIS General Code of Conduct, and PPR frameworks, emphasising fairness, transparency, and client-focused resolutions.
• Compile monthly and ad hoc compliance reports for internal stakeholders on complaints, data breaches, outcomes, and identified trends or issues.
• Maintain detailed, compliant records for all complaints, breaches, and privacy incidents to support regulatory audits and meet retention requirements.

Data Breach Response & Mitigation

• Collaborate with IT and security teams on data breach response activities, including incident investigation, impact assessments, and client communication.
• Develop and implement data breach response protocols, ensuring compliance with POPIA and FAIS guidelines on breach notifications and handling.
• Conduct trend analysis on data breaches, recommending preventive measures to strengthen data security and reduce repeat incidents.

Stakeholder Collaboration & Escalation

• Work with legal, IT, risk, and operational teams to resolve complaints within SLA and according to regulatory frameworks, including escalations for complex cases.
• Engage with the complaints committee and Information Officer as needed for guidance on complex cases, ensuring compliance across FAIS and PPR standards.
• Build and maintain relationships with key stakeholders, including the Information Regulator and Ombuds, ensuring transparency and regulatory alignment.

Process Improvement & Compliance Training

• Analyse trends in complaints to identify root causes and recommend improvements for policies, processes, and training.
• Collaborate in the development and updating of policies, procedures, and client communication materials to align with FAIS, PPR, and POPIA requirements.
• Provide training to employees on complaints handling, data privacy, FAIS, and PPR compliance to promote a culture of transparency and regulatory adherence.

Client Service & Fair Treatment

• Uphold TCF (Treating Customers Fairly) principles in all complaint resolutions, ensuring fair, transparent, and compliant outcomes for clients.
• Communicate effectively with complainants to understand their concerns and provide tailored solutions that comply with FAIS and PPR.
• Ensure all notifications, follow-ups, and resolutions are provided in a manner that meets regulatory timelines and promotes client trust.

Requirements

Desired Skills & Experience:

Education:

• Matric (Essential)
• Relevant Degree or Diploma in Law, Compliance, or Financial Services (Advantageous)
• Certification in Compliance, Data Privacy, or FAIS Regulatory Examination (RE5) (Preferred).

Experience:

• 3–5 years in complaints handling, compliance, or data privacy within a regulated environment, preferably in short-term insurance or financial services.
• Strong understanding of FAIS, PPR, POPIA, and complaints management practices in line with regulatory standards.