New Openings at Bryte Insurance Company Limited

Description

The Engineering Claims Specialist role is to, with limited supervision, manage the non-standard complex claims (high severity/complexity) in the most effective, efficient way whilst delivering a customer-centric claims service in a manner that supports Bryte Basics.

Requirements

Key Tasks & Accountabilities

• Promptly handle engineering claims and take responsibility to resolve all enquiries from both customer and external contacts to ensure delivery of a focussed claims service.
• To develop a claims case strategy to ensure that appropriate reserves are assigned, investigations conducted, and appropriate suppliers engaged.
• Acquires and efficiently organises the relevant evidence and information to accurately assess the value of the claim and to recognise potential fraud and recovery indicators.
• Reviews, resolves and proactively finalises claims within authority limits ensuring settlement at an optimum level.
• Prepares reports and engages with reinsures and global claims on cases that are likely to exceed retention.
• Adheres to local regulatory and governance requirements throughout the life of the claim to ensure that we make decisions using the right standards.
• Refers to customer specific claims handling protocol and/or customer proposition service charter to ensure that we understand and fulfil the needs and expectations of our customers

Qualifications & Experience

• Degree
• 5 years + specific claims experience
• Technical Knowledge of products and services
• Expert Technical claims handling knowledge across a broad range of lines of business/claim types
• Knowledge of legal systems and interpretation of legal liability
• Knowledge of industry standards and protocol
• Able to understand the claims market agreements that exist within the various territories and how to access the specific knowledge
• Have had previous experience in managing and handling difficult coverage issues and be able to give examples
• Awareness of the litigation process through all courts.
• Knowledge of how to identify and engage with lead experts.
• High level awareness of interdependencies with other Bryte Functions (Finance, Reinsurance, Marketing, Actuarial, Underwriting and Legal)
• High level awareness of market/industry issues
• Recognises relevance of customer proposition and how to interpret specific handling requirements
• Recognise the benefit of providing excellent customer service
• Be able to articulate how to prioritise and work to deadlines
• Desire to learn and be flexible to business change

Relationships

Internal

• To report to manager
• Engage and collaborate with other colleagues within the Claims Functions
• Engage and collaborate with other Functions such as Underwriting
• Engage, and inform internal customer stakeholders

External

• To engage, influence, negotiate and inform customers and third parties
• To engage, influence and collaborate with suppliers
• To engage, influence, collaborate and inform with our many brokers and intermediaries
• To engage with customers in accordance with specific claims handling protocol or customer proposition service charter
• To participate and facilitate in discussion with customers in matters concerning proposition development, retention opportunity and attendance at customer meetings
• To ensure that customers are kept informed on a case by case basis, transference of technical knowledge/guidance/education and on the wider aspect of attitude/cost of risk.

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Requirements

Key Tasks & Accountabilities

• Manage volume of incoming emails to personal and multiple shared mailboxes.
• Manage and process all email correspondence with customers as per specified service level. This includes scheduling customer appointments, where necessary, to obtain bank card information in order to process payments.
• Manage and process all email correspondence from external and internal stakeholders.
• Assist all direct customers and travel agents with advice on the Bryte Travel products and services.
• Provide administration support to the Call Centre sales agents wherever necessary.
• Processing of all confirmations of cover referrals.
• Answering overflow calls when required
• Making calls to clients or external and internal stakeholders
• Manage and process daily lead files.
• Manage voicemail boxes.
• Update daily and weekly reports
• Responding to all clients whilst maintaining a high quality of service and performance standard.
• Facilitate quotations and sales of travel insurance products when applicable.
• Facilitate amendments and cancellations to existing travel insurance policies.
• Adhere to the Quality Assurance requirements set out below.
• Administer all customer complaints and ensure timely resolution within the required guidelines.
• Where possible use email templates provided to ensure consistent compliance with standards.
• Perform follow up outbound calls when required.
• Ensure optimal level of client satisfaction at all times.

Qualifications & Experience

• Matric
• Must be FAIS Compliant and have completed the RE(Regulatory Exam)
• Proficient in relevant computer applications (Excel, Word)
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Experience in a call centre or customer service environment
• Experience in a service related role
• Ability to capture information accurately and efficiently

Key Competencies

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

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The Team Assistant’s role is to

Ensure the smooth running of the department and that deadlines are met by providing efficient and effective administrative support and assistance to the relevant Regional Managers, Underwriters and Business Development Managers.

Manage duties in line with the company and Regional Objectives around:

• Profitable Growth
• Customer Centricity
• Operational Excellence
• People
• Financial discipline and Governance
• Requirements

Key Tasks & Accountabilities

• Reports and presentations - Collation of all reports (Sales Tracking, Pipeline and Prospects etc.) and forward to management on a weekly / daily basis
• Extraction of figures on QLIKVIEW - to check shortfalls and variances
• Prepare and type regional report on a monthly / Quarterly basis
• Coordinating events - coordinate all sales and underwriting functions
• Assistant to Regional Managers queries, claims, multi-claimant actions, credit control and underwriting assistance as well as managing quoting mailbox
• Maintaining attendance registers (all staff)
• Answering Switchboard and managing reception duties
• Attend to daily mail (incoming and outgoing)
• Hosting of clients
• Order policy wordings and marketing materials
• Daily, weekly and monthly stats for the region
• Maintain broker contact lists for the region
• Attend to office maintenance needs
• Flight and accommodation arrangements
• Minutes of Sales meetings
• Arrange Broker functions and meetings when required
• Teamwork

Relationships

Internal

Sales

• Product Underwriting including risk engineering and actuarial units
• Credit control
• Business Service Centre
• Claims
• Marketing and Risk
• Finance
• Information Technology
• People Management
• Legal and Compliance
• Broker Management department

External

• Brokers
• Clients
• Building Management and general office suppliers
• UMA's and Niche product suppliers for the company

Qualifications & Experience

• Grade 12
• A minimum of 2-year secretarial experience will be an advantage
• Administrative underwriting experience
• FAIS compliant
• Computer literate (Word and Excel requirement)

Knowledge

• Sound Knowledge and understanding of the South African Insurance / RE-Insurance market
• Sound knowledge of Statutory and legislative requirements
• FAIS Compliant - 60 Credits minimum would be an advantage
• Events management

Technical Skills

• Good Relationship Building skills
• Excellent Verbal and written skills
• Excellent typing skills
• Telephone and listening skills
• Strong People management skills
• Strong numeracy skills
• Good communication skills
• Sound Interpersonal Skills
• Computer literacy - Sound Excel skills

Systems

• QlikView
• Word
• Excel
• TIA