Jobs at Old Mutual South Africa

• Register direct marketing claims in adherence with SLA.
• Arrange assessment in adherence with SLA.
• Continuously improve claims service, manage claims spend and contain the increase in average cost of claims.
• Reduce/ maintain claims effectively.
• Reduce/ maintain turnaround time of claims.
• Ensure effective implementation and compliance of claims/ operational systems or procedures.
• Ensure diary is maintained.
• Ensure estimates are raised accurately and timeously in accordance with best practice as and when new claims and newdocuments are actioned.
• Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation
• Share and transfer product, process and systems knowledge with colleagues
• Be aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.)
• Align own behaviour with the organisation culture and values
• Achieve stipulated/agreed 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.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.
• 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.
• Adhere to specified standards, policies, practices and procedures.
• Identify and recommend areas / ways to improve processes

Job Requirements

• Grade 12
• Appropriate Insurance Qualification
• FAIS Credits
• 1 - 2 years’ relevant Short Term Insurance Claims experience
• Call centre experience

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• 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 M&F values and standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the M&F 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.

Job Requirements

• Grade 12
• Relevant Post matric qualification an advantage
• Appropriate Insurance Qualification
• 150 insurance FAIS credits and RE
• 2 year Short Term Insurance and/orCall Centre experience
• Computer literate, preferably with call centre software.

Additional Details

• Organization and Attention to Detail
• Results Orientation
• Customer Focus
• Product Knowledge
• Decision making and problem solving