Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Responsible for accurately assessing the damage/loss digitally to determine the appropriate cost and safe repair methods. Build strong relationships with repairers via telephone and support internal and external customers.

Responsibilities

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
• Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
• Accurate quantification, identification and validation of vehicles.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Consistently provide service in accordance to the pre-agreed service and functional standards.
• Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others.
• Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
• Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
• Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
• Specialise in specialist vehicle knowledge and apply skills to optimise repair cost

Education

• Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

Experience

• General Experience 5 or more years’ experience as an insurance motor assessor (Essential); 5 years’ experience past obtaining Trade certificate (Essential); Assessing with Abuntex (Advantageous); Client relationship management experience at short term insurance (Advantageous)

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Job Purpose

• Deliver and support sound quality of claims decision making, prevent fraud and manage expenditure through the validation of claims by using expert abilities in various fields of investigation.

Responsibilities

Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues. Validate claims by investigating, applying expertise, utilising resources (e.g. police, supplier etc.) and interviewing customers as well as other parties.
• Analyse specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim. Ensure effective costing of claimed items through ensuring professional, thorough investigation of claims. 
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Uphold agreed service level agreements (set turnaround times) and ensuring customer satisfaction and retention.

Stakeholder Engagement

• Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.

Work Scheduling and Operational Compliance

• Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services. 
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
• Ensure accurate administration and underwriting of claims.
• Maintain an acceptable claims expenditure ratio by finalising and adjusting claims accurately.

Compliance

• Identify shortcomings in compliance processes, systems and procedures, and develop ad hoc solutions to problems within an assigned unit or discipline.

Up-Sell Customer Propositions

• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional cover.

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.
• Remain up to date with current and new quality standards and product knowledge to enable effective decision making.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination (Essential); Science (Mechanical / Physical), Mathematics and African Language (Advantageous); Forensic Investigation Diploma / Insurance Institute qualification (Advantageous)

Experience

• 2 to 3 years’ work experience within one or more of the following fields: insurance / police / forensic / audit / legal (Essential);
• 5 years' work experience in any investigative work environments (Advantageous).