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  • Posted: Nov 4, 2019
    Deadline: Not specified
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    Old Mutual Limited (OML) is a premium African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries.


    Read more about this company

    Consultant: Customer Care

    • Take inbound and make outbound calls in accordance with predetermined schedules and online customer requests
    • Telephonically take customer through the service process.
    • Finalise calls at point of contact, where possible.
    • Deal with all customers in a professional manner in strict accordance with iWYZE values and standards.
    • Manage time and workloads to ensure that deadlines and targets are met.
    • Demonstrate an excellent knowledge of the iWYZE products, services, claims process and retention criteria in order to recommend the right solution and offer exceptional service to the customer.
    • Be personally responsible for reaching set targets.
    • Identify trends and opportunities for improvements or new products/ services based on customer input, and escalate to the Team Leader: Operations.

    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 party
    • 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.

    Job Requirements

    • Grade 12
    • Relevant Post matric qualification an advantage
    • Appropriate insurance qualification (FAIS & RE non-negotiable)
    • 2 year Long Term Insurance and/orCall Centre experience

    go to method of application »

    Manager: Technical Investigations (Claims)

    • Lead the technical investigations team throughout the entire value chain from data extraction, analysis, reconstruction and report writing
    • Investigate and analyse accidents, reconstruct accidents sites and vehicles involved to determine cause and fault.
    • Perform data extraction and collection including (but not limited to) on-board diagnostics (OBD), controller area network (CAN) bus, crash data recorder (CDR), infotainment systems and physical evidence collection at the scene and the vehicles involved in the accidents.
    • Use various computer analysis programs and calculations to determine the cause of the accidents and to verify the circumstances surrounding accidents
    • Prepare and present written reports on findings of accidents in order to assist with the decision of indemnifying clients on valid claims.
    • Assist with the determination of accident causes so to increase the third party recoveries where applicable.
    • Offer expert testimony in legal proceedings when claim decisions are tested.
    • Ensure that the Ombudsman for Short Term Insurance (OSTI) overturn rates are minimised.
    • Analyse and evaluate business processes, implement and manage actions to streamline processes, improve operational efficiencies, and identify opportunities for reducing operational costs.
    • Manage and drive quality and customer service standards.
    • Design and implement action plans to contribute towards the organizational strategy and link setting of standards, targets and overall objectives towards the achievement of the organizational strategy.
    • Produce and analyse weekly/monthly KPI’s, dashboards and analytics to measure and improve performance.
    • Address resource inefficiencies, promote multi-skilling and address capacity gaps by reviewing and improving work processes.
    • Align own behaviour with the organisation culture and values.
    • Share and transfer product, process and systems knowledge to colleagues.
    • Ensure achievement of own performance objectives.
    • Actively share information with other team members regarding successes, issues, trends and ideas.

    Job Requirements

    • Bachelor degree and/or equivalent NQF Level 7 qualification in general insurance.
    • 5 - 8 years’ experience in applying investigation techniques in order to validate claims.
    • 5 - 8 years’ experience in the general insurance claims industry
    • Certification or accreditation in accident reconstruction.
    • Certification or accreditation in technical investigations.
    • Experience in the South African Police force will be advantageous.

    Additional Details

    Competencies

    • Strategic : Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change.Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
    • Customer : Putting the customer at the heart of business decisions and driving to improve value for customers.
    • Collaboration : Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
    • Leading with Influence : Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
    • Innovation : Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.

    Method of Application

    Use the link(s) below to apply on company website.

     

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