Jobs at Santam Insurance

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

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What will make you successful in this role?

• Adjudication of short-term insurance disputes between Santam and policyholders or authorised representative of the policyholder in the most amicable way, ensuring a high-quality disputes resolution.
• Recommend the acceptance or rejection of claims taking all aspects pertaining to service, policy contracts into account, including law, fairness and equitable considerations. 
• Provide support to policyholders and senior management ensuring the interests of all parties concerned.
• Advise Santam on the best option in dispute resolution taking Treating Customers Fairly and any other legislative requirements into account.

Qualification and Experience

• Minimum LLB or Bachelor of Laws.  
• Master of Laws degree or Master of Dispute Resolution advantageous.
• Minimum 10 years’ experience in court litigation and various forms of legal disputes adjudication such as mediations and arbitrations.
• Senior Counsel 
• Draft written opinions and decisions.
• Ability to build strong stakeholder relationships.
• Proven business acumen.
• The ability to communicate effectively across all levels of management
• Experience in drafting and reviewing policy contracts in relation to its application and administration.
• Understanding of technical and operational business requirements. 
• Must have knowledge of principles of legal interpretation.
• Insurance process and product knowledge advantageous.
• Uncompromising personal ethical standards.
• Problem solving skills.

Skills

• Coaching and Mentoring
• Sound business acumen
• Analytical and problem-solving skills
• Time Management Skills
• Planning and execution skills
• Ability to work under pressure
• Teamwork Skills
• Excellent Communication skills (written and verbal)
• Conflict management skills
• Ability to produce creative solutions
• Ability to extract relevant and important info from facts presented 
• Problem solving skills
• Negotiation skills 
• Computer Literate (MS Office Package)

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What will make you successful in this role?

• We are looking for highly professional individuals, with a specific focus on the personal and commercial lines businesses. The successful candidate will be accountable for actuarial functions which will contribute to the profitable development and financial results of the Group. Working closely with the senior management team across Product, Pricing, Underwriting and Claims Services you’ll contribute to the development and execution of the broader strategy. 

KEY ACCOUNTABILITIES:

• Develop effective pricing and risk management strategies to balance profitability and growth
• Benefit tracking and performance monitoring of financial, underwriting and distribution indicators
• Create and maintain business reports to direct thought processes that drives action
• Contribute to the development and maintenance of the internal data assets to support pricing and other modelling initiatives
• Continuous process improvement and strategy evaluation
• Participate in strategic projects where actuarial input is required
• Support current underwriting segmentations models
• Interacting with distribution (sales) and claims with the objective of constantly incorporating market trends into the product solution value chain
• Supporting the development of product solutions for various market segments and channels
• Ad-hoc analysis - statistical investigations as required from time to time by the business

Qualifications & Experience

• Degree in either Mathematics, Statistics, Actuarial Science, Data Science or Computer Science. Non-actuarial candidates will also be considered even though the title of the position says Senior Actuarial Analyst.
• 3-5 years working experience, preferably in general insurance.
• Advanced computer literacy skills in one or more of the following: SAS, SQL, R, Python, Emblem etc.
• Strong modelling skills including experience in performing statistical investigations and building pricing / predictive models 
• Strong data management skills 
• Logical and analytical ability
• Self-starter, problem solver and finisher
• Good report writing and presentation skills
• Analysing 

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Job Opportunity

• A position is available at Santam Shared Services: Quality Assurance for a position as a Quality Assurance Consultant in Shared Services – Cape Town / Centurion.

Job Purpose

• The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners. 
• Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy. 
• Support the CLCC to sustain profitable growth through effective evaluations and coaching of staff. 
• Identify opportunities for evaluations, guided self-evaluations 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. 
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement. 
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

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 CLCC 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
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar  
• RE is advantageous

Experience and Knowledge

• Minimum of 3 – 5 years’ experience in short term insurance, commercial lines and/or Agri assets  
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE). 
• Coaching skills and experience
• Previous Quality Assurance experience advantageous 
• Excellent computer literacy, particularly Intermediate Excel 
• Report writing experience an advantage
• Experience in a client service environment 
• Experience in contact centre technology applications 
• Good understanding of basic financial principles, e.g. profit, growth, etc. 
• Good understanding of contact centre processes and SLA’s  

Skills

• Attention to detail
• Process improvement skills 
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients (hybrid way of work) 
• Time management
• Coaching skills
• Good communication skills (verbal & written in business language) 
• Underwriting skill 
• Independent self-management