Jobs at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

RESPONSIBILITIES

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.

Customer Needs Clarification

• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Performance Management Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Requirements

EDUCATION

• General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); Degree and/or diploma in business/marketing (Advantageous)

EXPERIENCE

• General Experience 1 year call centre sales experience 

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JOB PURPOSE

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Requirements

RESPONSIBILITIES

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Administration

• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

Work Scheduling and Operational Compliance

• Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

TECHNICAL COMPETENCIES

Verbal and Written Communication

• Use clear and effective verbal and written communication skills provides technical guidance when required to express ideas, request actions, and formulate plans or policies.

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provides technical guidance when required.
• Interpret financial data.; Basic knowledge of accounting principles.

Up-selling Opportunities

• Provide technical guidance to maximize up-sell opportunities with customers.

Data Collection and analysis

• Analyze information and data to help guide decision making.

Understands Customer Needs

• Articulate the customer needs in the customer's business language and business context.

Attention to Details

• Apply concepts of knowledge / skill and be attentive to details.

Presentation skills

• Communicate with other people by speaking in a clear, concise and compelling manner.

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages.
• Basic computer skills required.; Microsoft Outlook (Basic).

Policy and procedures

• Monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• General STI industry policies and procedures.

Planning and Organizing

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
• Regulatory exam 5 (Advantageous)
• Class of Business (Advantageous)
• Customer Service certificate/or related qualification (Advantageous)

EXPERIENCE

General Experience

• 2 or more years customer service experience (Essential)
• Able to speak, read and write advance Afrikaans (Essential)
• 1 year call centre experience in Financial services industry (Advantageous)

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JOB PURPOSE : 

• Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

RESPONSIBILITIES : 

Client & Customer Management (External) : 

• Help manage clients by carrying out standard activities and providing support to others.

Data Collection and Analysis : 

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.

Work Scheduling and Allocation : 

• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Administration : 

• Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar.

Correspondence : 

• Respond to routine requests using form letters or emails and to more unusual requests by editing templates to create customized responses.

Document Management : 

• Create, organize and maintain files containing the correspondence and records
• of a senior colleague.

Document Preparation

• Prepare routine letters, memoranda, reports and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.

Requirements

General Education : 

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory exam 5 (Essential)

General Experience : 

• 1-3 years Financial Services industry experience (Essential);
• Commercial/ Business Insurance and STI insurance experience (Advantageous)

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JOB PURPOSE

• Review, vet and endorse decisions on all litigation claim types handled in the Legal area to control associated claims cost efficiently and risk controls associated with recoveries and liabilities.

RESPONSIBILITIES

Operational Compliance

• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Check claims put forward for decision or amendments to original decision as well as all other supporting decisions taken throughout the claims process by adherence against the required standard. Identify trends of non-adherence to specific rules and guidelines. Escalate disputed recommendations to business managers in the relevant operational area for dispute resolution purposes. Uphold agreed service level agreements (set turnaround times) to ensure customer satisfaction and retention.

Data Collection, Analysis, Insights and Reporting

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Report direct findings to the Litigation & Liabilities Manager. Evaluate the effectiveness of rules, guidelines and processes application. Keep record, measure and track performance agreed standards to inform decision making in the relevant area of responsibility. Request and ensure that any additional information is received to enable the validation on claims received from the consultants in the respective teams.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them. Make recommendations for implementation on continuous improvement opportunities pertaining to rules, guidelines and processes.

Recommendations

• Provide information and clarification on existing procedures, processes and precedents. Provide final sign off and endorsement of decisions put forward. Provide detailed input to line managers to enable coaching initiatives.

Stakeholder Engagement (Internal & External)

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Provide support and assistance to legal consultants on complicated, high value or unusual claims. Effectively build, maintain and manage relationships with service providers, suppliers and colleagues.

Client & Customer Management (Internal & External)

• Help manage clients by carrying out standard activities and providing support to others. Manage a portfolio, engage with legal consultants regarding claims decisions. Review old and complex claims. Finalize claims and communicate the outcome with the customer.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Ensure continuous researching with options to sign on to professional boards (De Rebus e.g. sign up to SAIA).

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Degree in Law - BA Law. Bcom Law, LLB (Essential); FAIS Regulatory Qualification (Advantageous) ; RE 5 (Advantageous); RE 1 (Advantageous); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous)

EXPERIENCE

General Experience

•  3 or more years experience post articles within a law firm or at least 4 to 6 yearsin a decision making position within the legal industry (Essential); Experience in the Financial/ Insurance Industry (Advantageous) 2-3 years Recovery and Liabilities experience in Financial Services Industry (Essential); 1-2 years experience in public liability claims (Essential); outsourcing experience (Advantageous)

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JOB PURPOSE

• Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Focus on customer premium collection and reinstatement. Has a solid knowledge of products and systems, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Customer Needs Clarification

• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Customer Service

• Provide a quality service to customers while identifying alternative collection opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Management

• Help manage customers by carrying out standard activities.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's

Data Collection & Analysis

• Extract relevant data from information provided by others.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Requirements

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognized qualification (Advantageous); Class of Business Certification (Advantageous)

General Experience

• 1 year retentions experience(Essential); Experience in Financial Services Environment (Advantageous); Experience in collections environment(Advantageous)