Jobs at Santam Insurance

What will you do?

• Santam Operations, Commercial Contact Centre have career opportunities available for Insurance Consultants base in Johannesburg(Aucklandpark). The insurance consultant role is focused on providing an end-to-end service and support to brokers.

WHAT DOES THE INSURANCE CONSULTANT DO?

• This role is focused on, but not limited to; servicing broker requests, including enquiries.
• Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
• Dealing with general insurance and policy specific enquiries;
• Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
• Assisting to resolve all insurance queries within required timeframe and compliance requirements;
• Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
• Undertaking to adjust premiums in line with new asset values;
• Managing client expectation on expected turnaround times for submitted requests;
• Adhering to underwriting criteria and regional requirements;
• Assist with profiling the client with the best suitable product and underwriting criteria;
• Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
• Assisting in implementing solutions for improvement; and
• Standing in for Consultants should they be absent or

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• 60 commercial lines FAIS credits
• A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous
• Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
• Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets

KNOWLEDGE AND SKILLS

• Excellent verbal and written communication skills
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
• Ensure adherence to quality, compliance and accreditation standards
• Conduct efficient administration
• Optimising work processes

Qualification and Experience

• Degree or Diploma or Grade 12 with 3 to 5 years related experience.

Knowledge and Skills

• Customer Service
• Administration Quality,
• compliance and accreditation
• Team Support

Personal Attributes

• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Situational adaptability- Contributing independently
• Optimises work processes - Contributing independently

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JOB DESCRIPTION

• Guided by the Data Management Lead, this role will be responsible for sourcing and transforming a wide range of data across the business into formats that can be used by end users to develop differentiating business insights.
• We are looking for an individual with experience in using a variety of data tools, analysis methods and data visualization to turn data into actionable insights with demonstrable business impact.
• They will assist in specifying complex business rules using the specified toolsets to enable the data modelers to create complex analytical models. Hence, they need to understand and continuously seek to build knowledge of data and information. 
• The person fulfilling this role will not only analyse data models, but also test the outputs, investigate & troubleshoot data issues and devise solutions in line with best practice. A high competency in problem solving capabilities is thus essential. They should be able to communicate business information to technical teams, as well as be competent in communicating challenges and solutions to the team.
• An understanding of data management solutions and a keen sense of the strategic value of information to an organisation will be of importance.
• You will be responsible for the end-to-end tasks within the data analysis framework working with business representatives, product owners, etc. to define and elicit requirements, analyse data and create reports/dashboards.

KEY RESPONSIBILITIES

Data Preparation

• Acquire data from various data sources and combine & transform data into interpretable datasets, reports or dashboards
• Assess the effectiveness and accuracy of new data sources and data gathering techniques
• Extend the company’s data with third party sources of information when required
• Process, cleanse and verify the integrity of data used for analysis
• Perform data profiling of data contained in source systems
• Provide detailed analysis of all data implemented into the database
• Provide the data mapping and associated transformation rules for each data item
• Ensure that the business requirements and subsequent development activities are supported by accurate information. 

Analysis and Visualisation

• Interpret data, analyse results using analytical techniques and provide reports and/or dashboards
• Identify, analyse, and interpret trends or patterns in complex data sets
• Use data to answer key questions about the business.
• Own and maintain dashboards, ongoing reporting, and ad hoc requests from the organization.
• Support and maintain the project data models at multiple levels of detail and functionality (conceptual, logical, normalised, relational, dimensional, application level, subject-level, integrated, etc.)
• Assist Data Modelers to draw up detailed data models.

Stakeholder Engagement

• Work directly with management and other business users to gather requirements, provide status updates, and build relationships
• Present information using data visualisation techniques
• Facilitate of requirements gathering workshops with the business
• Collaborate with internal and external stakeholders to analyse information needs, functional requirements and business processes

QUALIFICATIONS AND EXPERIENCE

• Diploma/Bachelor Degree (Information Systems; Statistics; Data or Computer Science; Engineering) or equivalent (preferred but not essential)
• Functional experience in analytics, data visualisation or reporting
• 2-5 years of experience performing data analysis in a BI environment
• Knowledge of and experience with reporting packages
• Adept at queries, report writing and presenting findings for stakeholder use
• Experience working with data in various data sources and databases
• Ability to translate business requirements into non-technical terms
• Demonstrated experience in handling large data sets and relational databases with proven SQL skills
• Ability to comply to and manage data assets under strict governance framework
• Experience in agile development desired
• Business experience in financial services would be advantageous
• Ability to work with data profiling, data quality and reference data toolsets advantageous
• Experience in the short term insurance industry advantageous

KNOWLEDGE

• Working knowledge of Data Management 
• Working knowledge of data governance and processes
• Strong project management skills
• Sound business acumen
• Working knowledge in portfolio/programme/project management methods and tools such as Agile.

COMPETENCIES

• Collaboration
• Client focus 
• Drives results  
• Flexibility and adaptability 
• Cultivates innovation
• Deciding and initiating action
• Building networks and good relationships
• Analytical and systems thinker
• Produce creative solutions to business problems
• Perform under pressure
• Self-motivator
• Challenge current assumptions and beliefs
• Communicate complex concepts in easy to understand manner

ADDITIONAL COMPETENCIES AND SKILLS

• Strong analytical and problem-solving ability
• Strong customer service orientation and collaborative interpersonal style
• Thorough knowledge and understanding of business, data and technology environments
• Effective communication skills, both written and verbal
• Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Ability to manage own workload and timelines
• Ability to work independently and collaboratively

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Job Description

• The purpose of this position is to determine the quantum and merit of segmented motor claims by performing investigations, verifying the description of the event with the loss, negotiating with (client, intermediary, and service providers) and settlement of claims within a delegated threshold and according to contract conditions.

Key Responsibilities

• Quote and assess damage against a provided or requested quotation.
• Decide whether to replace/ repair part/ use aftermarket spares when warranty has expired.
• Refer to expert if required.
• Generate claims report and communicate the outcome with client and intermediary.
• Determine market value of vehicle for settlement (valuation).
• Determine outstanding finance details, release settlements and documents to salvage inventory.
• Authorise for repair, cash, replace or write-off.
• Complete investigative report.
• Make notes on systems, process claims and upload documents.
• Required to load the order amendments.
• Responsible to sign off the final cost (FC).
• Responsible for posting claims to care.
• Handle complaints, queries and interaction with clients, intermediaries, service providers, internal stakeholders’ relationship managers, claims committee and options from underwriters.

Accountable to handle for the following claim types: 

• Driveable and Non-Driveable car / Ldv 
• Non-structural and structural damaged car / Ldv 
• Mechanical 
• Radio equipment and locks 
• Accessories, tyres, rims 
• Screening of merits 

Qualification and Experience

• Degree, Diploma or Certificate in Mechanical related studies or Automotive/ equivalent Mechanical or Automotive Body Repair Qualification (e.g. Qualified Panel Beater, Mechanic, Spray Painter, etc.)
• VDQGBSA membership
• Abuntex / Audatex Trained
• 3 years’ experience in motor assessing
• Technical skills & policy wording interpretation, product training and claim system training obtained through various training and courses would be advantageous.

Attained product training in the following areas:

• Motor modules for PL, C/L and Agri
• Specialised motor product C/L and Agri
• Principle of insurance

Technical skills obtained through training and courses in the following areas:

• Introduction to motor
• Claims handling procedure
• VDQ qualification

System training on the following:

•  Online systems
•  Claims Centre
•  BPM
•  RSS
•  Mainframe
•  JDE
•   Audatex and Abuntex
•  Photo viewer

Skills

• Telephonic, negotiation and conflict handling skills
• Basic business ethics and financial principles related to claims
• Time management
• Change management

Competencies

• Analytical Thinking
• Information Seeking
• Directiveness
• Initiative
• Flexibility
• Customer Service Orientation

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WHAT WILL YOU DO

• The successful candidate will be responsible for managing a team of Auto Assessors, ensuring that they are delivering high-quality assessments in a timely and efficient manner, as well as managing the performance and development of staff. Additionally, the Manager will be responsible for managing and developing relationships with insurance brokers.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Manage and oversee the daily operations of the assessment team, with a focus on automotive assessments,ensuring that targets are met and assessments are delivered in a timely and efficient manner.
• Manage and develop the performance of the assessment team, providing regular feedback, coaching, andtraining to ensure that staff are delivering high-quality assessments and meeting performance targets.
• Ensure that assessments are completed to a high standard and in accordance with company policies andprocedures.
• Work closely with other departments to ensure that assessments are delivered to clients on time and to theirsatisfaction.
• Manage and develop relationships with clients and insurance brokers, providing regular updates and managingany issues that arise.
• Develop and implement processes and procedures to ensure the smooth running of the assessment process.
• Conduct regular audits of assessments to ensure quality and compliance.
• Manage the budget for the assessment department, ensuring that resources are allocated effectively.
• Stay up to date with industry developments and changes in regulations, and ensure that the company iscompliant with all relevant requirements.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in business, finance, automotive engineering, or a related field.
• At least 5 years of experience in operations management, preferably in the insurance industry, with a particular focus on automotive assessments.
• Experience managing a team of assessors or similar professionals, with a particular focus on automotive assessments.
• Experience in staff management, including performance management and staff development.
• Experience in budget management and resource allocation

SKILLS AND KNOWLEDGE

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, insurance brokers, and colleagues.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Knowledge of insurance industry regulations and requirements.
• Familiarity with automotive engineering principles and terminology.
• Ability to work well under pressure and manage multiple tasks simultaneously.

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This role is focused on, but not limited to; servicing broker requests, including enquiries.

• Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
• Dealing with general insurance and policy specific enquiries;
• Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
• Assisting to resolve all insurance queries within required timeframe and compliance requirements;
• Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
• Undertaking to adjust premiums in line with new asset values;
• Managing client expectation on expected turnaround times for submitted requests;
• Adhering to underwriting criteria and regional requirements;
• Assist with profiling the client with the best suitable product and underwriting criteria;
• Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
• Assisting in implementing solutions for improvement; and
• Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required.

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• 60 commercial lines FAIS credits
• A relevant insurance related qualification (e.g. NQF lev 4) would be advantageous 
• Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
• Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets

KNOWLEDGE AND SKILLS 

• Excellent verbal and written communication skills
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
• Ensure adherence to quality, compliance and accreditation standards
• Conduct efficient administration
• Optimising work processes

go to method of application »

Job Purpose

• Quality Assurance also supports business on Policy Maintenance, Admin and Issuance of new business, by aligning QA processes and coaching in line with business strategy.
• Support the Centre of Expertise to sustain profitable growth through effective assessments and coaching of staff.
• Identify opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development.
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance, trend analysis and calibration) will also form an integral part of the job requirement.

Key Responsibilities

• Plan and assist in conducting of regular quality and risk review procedures
• Accurate measurement data quality
• Identify improvement opportunities
• Provide feedback to Individuals and Leaders
• Implement improvement opportunities
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking
• Help to ensure that the Commercial Processing Centre (CPC) operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area
• Collaborate on initiatives / projects
• Evaluating and measuring customer satisfaction and other performance outcomes
• Design and develop QA templates
• Adhere to data management process needed by MIS for accurate reporting

Qualifications and Experience

• Grade 12 Matric or Senior Certificate.
• Insurance related qualifications an advantage:
• Relevant NQF Level 4 - 30 FAIS credits (Commercial - Short Term insurance related)
• 2 - 3 years’ experience in Short-term insurance (Commercial lines).
• Good understanding of contact centre processes and SLA’s
• Coaching skills and experience
• Excellent computer literacy, particularly Intermediate Excel
• Report writing experience an advantage
• RE1/RE5 Qualification an advantage

Competencies

• Working with people
• Deciding and Initiating Action
• Client Service Orientation
• Teamwork and Support
• Building Relationships
• Communication
• Optimizing Technology
• Problem Solving
• Delivering Quality
• Performing under Pressure
• Commercial Thinking/Awareness

Skills

• Detail orientation
• Organisational awareness
• Process improvement skills
• Interpersonal sensitivity
• Good communication skills (verbal & written)