Latest Vacancies at Rand Mutual Assurance

The Job at a Glance

As the Junior Contact Centre Agent, you will be reporting to the Team Leader: Contact Centre. You will be required to render client service by responding, processing, and resolving customer requests and queries via telephone and email. You will be required to provide clients with information regarding RMA products, and reduce risk through adhering to internal process. You will also be required to deliver a consistent, quality client experience by providing service and support to existing clients.

WHAT WILL YOU DO?

Handle customer inquiries both telephonically and by email:

• Answer calls and respond to emails
• Maintain desk SLA through adherence to schedules, defined processes and workplan
• Follow-up on customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs and issue reference numbers to customers
• Manage and resolve customer complaints
• Provide customers with accurate product and service information in an efficient manner
• Verify/authenticate client details
• Adhere to compliance and regulatory requirements
• Research required information using available resources
• Update existing customer personal information
• Assist clients to submit claims electronically and complete relevant applications forms.

Identification, escalation and/or referral of queries:

• Identify and escalate priority issues
• Identify and escalate/refer queries/calls to the relevant department for action
• Route calls to appropriate resource.

System assistance:

• Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
• Assist clients with how to upload documents onto the system
• Assist with password reset queries for online services
• Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

Ad hoc workflow assistance:

• Support the contact centre team by providing any assistance on client queries as and when necessary.

WHAT YOU'LL BRING TO THE TABLE?

• Grade 12 (Required)
• 1 Year in a Contact Centre environment – in a customer service role.
• Experience in medical aid or insurance servicing (added advantage)
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills
• Experience in Contact Centre telephony and technology
   

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The Job at a Glance

As the Claims Administrator, you will be reporting to the Team Leader: Claims Administrator. You will be responsible for capturing of claims, following up on outstanding documents from relevant stakeholders and indexing of documents. You will also be responsible for keeping stakeholders informed and updated via various channels i.e. email, telephone, SMS etc. throughout the various stages of the claims processing cycle. In addition, you will also be responsible for the day-to-day operations of the branch premises where applicable, manage queries from walk-in clients and channel stakeholder queries according to the Service Level Agreement.

WHAT WILL YOU DO?

Claims Administration:

• Acknowledgement of claims upfront, distinguish between minor and serious injuries and products
• Communicate and articulate the claims process and requirements to the claimants and employers, as pre-defined processes
• Refer / channel claims to relevant departments
• Gather information, send follow-ups and reminders on outstanding claims documents
• Prepare, scan, and index internal and external documents i.e. medical reports, invoices, investigation reports, images, received from clients according to company procedures and Service Level Agreement
• Organise scanned documents on the local network
• Identify and edit/correct the legibility of scanned documents
• Analyse documents received to produce the appropriate shades and best resolution in scanned reproductions
• Ensure that there are no duplicate documents uploaded on the system on an ongoing basis
• Assist in checking the eligibility and validity of the Employer
• Perform any other ad hoc duties as assigned
• Provide backup services for team members
• Capture Temporary Total Disablement for payment.

Query resolution:

• Manage and resolve customer enquiries
• Identify and escalate priority issues
• Act as backup for the Contact Centre for email\calls overflow and during system downtime.

Branch / Team Administration:

• Carry out all office planning on a regular basis, as issues arise, or in advance of anticipated needs
• Continuously ensure proper housekeeping, safety and security of the Rand Mutual Properties
• Compiling records of office activities i.e. keep an electronic and manual register of walk in clients
• Order and maintain relevant office supplies
• Arrange team meetings and distribute minutes.

Customer Service:

• Regularly communicate and liaise verbally and in writing with customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Manage walk-in queries as and when required in line with the RMA Service Catalogue
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Provide customers with accurate product and service information in an efficient manner
• Update existing customer personal information
• Deal with all customers in a professional and empathetic manner
• Assist stakeholders with using the correct processes for logging their queries.

Reporting on progress:

• Using appropriate templates and channels to report progress as and when required.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 5 Higher Certificates and Advanced National (vocational) Certificate in business administration or commerce
• 2-3 years clerical, scanning and indexing experience required
• Data-entry experience and good typing skills
• Additional insurance related qualifications or training will be advantageous
• Knowledge of administrative and clerical procedures
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practice
• Good Administrative skills
• Deadline driven
• Additional insurance related qualifications or training will be advantageous
• Insurance and/or Medical Aid experience
• Knowledge of Claims processing, approval.
   

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The Job at a Glance

As the Claims Assessor, you will be reporting to the Team Leader: Claims Assessor. You will be responsible for adjudicating and processing claims in an effective and efficient manner within the prescribed guidelines set out by Rand Mutual Assurance.

WHAT WILL YOU DO?

Claims Adjudication:

• Verify claims captured for correctness and compliance
• Capture / accept additional information on claims i.e. medical reports
• Ensure all documents required to process a claim are indexed and filed into the system
• Add meaningful and accurate notes to ensure complete synopsis of claim on the system
• Update requirements on claims and ensure they are always accurate and up to date.

Claims Management:

• Manage claims in line with individual targets
• Review of claims in line with process, authority limits and within agreed timelines
• Escalate where required within authority limits
• Management of medical reports for claims with Permanent Disability
• Communicate claims process to both the employer and employee as set out in the claim’s management processes
• Timeous management of workflows and notifications.

Adjudicate and process payments for claims:

• Adjudication and processing of TTD benefits including approval within authority limits
• Adjudicating and processing payment of sundry invoices within authority limits
• Process Permanent Disability claims.

Customer Service:

• Regularly communicate and liaise verbally and in writing with customers/suppliers/visitors/enquirers and relevant staff
• Interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Manage walk-in queries as and when required in line with the RMA Service Catalogue
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Provide customers with accurate product and service information in an efficient manner
• Update existing customer personal information on the system
• Deal with all customers in a professional and empathetic manner.

WHAT YOU'LL BRING TO THE TABLE?

• FAIS Regulatory Examination (RE5)
• NQF Level 5 Higher Certificate in a FAIS Recognised Qualification
• A medical qualification would be advantageous
• 3 to 5 years claims related experience
• Intimate knowledge of the COID Act
• Good Administrative skills
• Advanced Excel Skills
• Knowledge of Claims processing, approval
• Insurance and/or Medical Aid experience
• Deadline driven

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The Job at a Glance

Reporting to the COID Risk and Compliance Manager, the COID Risk and Compliance Specialist will be responsible for ensuring that all regulatory compliance that is applicable to the COID business, are implemented and enforced and are in line with the controls established by the Risk and Compliance department in RMA. The incumbent will also be responsible for performing periodic compliance monitoring reviews, to identify areas of non-compliance and improvement and aid the business unit in executing its responsibility to comply with all regulatory codes and legislative requirements. Furthermore, the Risk and Compliance Specialist will also be responsible for working closely with the Risk and Compliance Manager and Group Risk and Compliance to assist with the implementation and operationalization of risk and compliance management frameworks within the COID business.

WHAT WILL YOU DO?

• Performing Periodic Compliance Monitoring Reviews
• Interact periodically with stakeholders in each BU gathering information in preparation for monitoring activities.
• Conduct controls assessment in advance of monitoring, where required, using defined methodology.
• Identify Areas of Non-Compliance and Improvement
• Provide the business with their compliance report highlighting areas of non-conformance.
• Agree deadlines/responsibilities and required improvement.
• Ensuring Compliance with All Regulatory Codes and Legislative Requirements
• Monitor the efficiency and consistency of compliance controls.
• Monitor regulatory updates and assist in conducting gap analysis where there are changes.
• Provide inputs on implementation/ operationalisation of regulatory changes.
• Consolidate reports to reflect compliance for the COID business.
• Consolidate tracking documents and progress reports.
• Consolidate defined Regulatory reports for sign off prior to submission to the relevant internal/ external stakeholders.
• Monitor completion of mandatory Compliance training, conducting escalations and reporting on progress.
• Administration of the Risk Function within the COID Business
• Assist with the implementation of all aspects of the risk function within the COID business, including implementation of risk management framework and processes, utilization of tools and systems to identify, assess, measure, manage, monitor and report risk.
• Assist in the development and management of processes to identify and evaluate business areas' risks and risk and control self-assessments within the COID business.
• Consolidate tracking documents and progress reports.
• Assist in the co-ordination of Risk and Compliance activities (first line of defence) and collaboration through appropriate forums.
• Communicate and facilitate the use of appropriate risk management methodologies, tools, and techniques across the COID business.
• Highlight areas of constraints, areas of improvement and report recommendation to management.
• Co-ordinate with business for escalation and reporting of risks and Loss Data Collection (LDC).
• Develop and ensure maintenance of risk register for the COID business.

Regular and Ad Hoc Reporting

• Use appropriate templates and channels to engage stakeholders and report progress on a weekly and monthly basis or as required.
• Consolidate defined Regulatory reports for sign off prior to submission to the relevant internal/ external stakeholders.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 7: Bachelor’s Degree in Law or Compliance Qualification
• RE1 and RE 5 qualifications required
• Eligible to be registered with FSCA
• At least 3 - 5 years’ experience in financial services sector within legal/ risk/ compliance environment
• Strong working knowledge of regulatory universe within the Financial Services Industry
• Good working knowledge of GACP (added advantage)