Open Positions at Santam Insurance

What will you do?

• This career opportunities are available at Santam Direct for a Client Service Consultant; the successful incumbent will be based in Bellville.  
• The Client Service Consultant will offer world class products and services to clients, whilst achieving targets related to quality, productivity and compliments in a call center environment.  

What will make you successful in this role?

• Accurately capture client information on the relevant system. 
• Execute client requests within the agreed timeframes, quality standards and legislation. 
• Handle all the administrative tasks according to agreed standards and turnaround times.  
• Engage with client in a client centricity manner. 
• Ensuring accurate completion client requests and follows up to ensure queries are resolved timeously, as per service level agreement. 
• Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.  
• Ensuring client service level agreements are met and exceeded.  
• Excellent time management skills. 
• Consistent achievement of agreed productivity. 

QUALIFICATIONS AND EXPERIENCE 

• Grade 12/ Matric 
• NQF Level 4 Qualification in Short Term Insurance 
• Completed Regulatory Exam (RE 5) 
• A minimum of 3years experience in short term insurance (Personal Lines Insurance)  
• Willingness to work shifts as well as overtime 

SPECIFIC REQUIREMENTS 

• There will be a probationary period for three months, which consist of the following two phases: 
• There will be a +/- 4 week training period after which your knowledge will be assessed; and 
• On a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.

KNOWLEDGE AND SKILLS  

• Strong verbal and written communication skills 
• Excellent interpersonal, communication and networking skills 
• Strong client service orientation 
• Ability to work under pressure 
• Attention to detail 
• Self-motivated and comfortable in taking initiative 
• Ability to work independently

Knowledge and Skills

• Customer Service
• Administration
• Quality, compliance and accreditation
• Team Support

Personal Attributes

• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Situational adaptability - Contributing independently
• Optimises work processes - Contributing independently

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What will you do?

• This career opportunity is available at SHA Risk Specialists a division of Santam for a Claims Service Consultant, who will be based in Johannesburg: Illovo.

What will make you successful in this role?

Claims Portfolio

• Assist the Claims Specialist regarding all aspects related to a portfolio of Claims. This includes the following: new claims registration, current file diary management, certain correspondence like updates to brokers, attending to basic enquiries on claims, payment requests and general administrative functions. 
• Draft settlement agreements in accordance with the instruction.
• Appoint assessor/investigator on instruction of the Claims Specialist.
• Monitor service levels in accordance with agreed service level agreements.
• Monitor assessors and refer concerns to management within the framework of agreed internal protocol.
• Attend to Operational duties as allocated 
• Comply with internal and external regulatory framework and internal and external processes and procedures in accordance with organisational standards

Analysis

• Critically assess information supplied to determine if all relevant information has been received.

System processing

• Attend to all aspects of system processing relevant to a portfolio of claims e.g. registration of new claims, updating of reserves, payments etc.

Client Liaison (Internal and External)

• Respond to queries and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility.

General Administration

• Attend to daily administrative routine tasks in accordance with organisational standards, processes and procedures.
• Attend to the typing of general correspondence if and when necessary.

Qualification and Experience

• Matric

Proven Administrative Skills
Skills

• Ability to acquire new skills quickly
• Problem Solving
• Administrative Skills
• Analysis and Judgement
• Attention to Detail
• Client Orientation 
• Communication Skills 
• Initiative
• Interpersonal Skills
• Organisational Awareness
• Planning and Organising
• Teamwork
• Time management
• Drive for Results
• Computer Literacy
• Drawing of diary
• Filing of documents
• General assistance to claims team i.r.o. document management
• Archiving

Core Competencies

• Being resilient - Contributing dependently
• Customer focus - Contributing dependently
• Collaborates - Contributing dependently
• Cultivates innovation - Contributing dependently
• Drives results - Contributing dependently

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WHAT WILL YOU DO?

• The Contact Centre Agent will fulfil duties such as registration of claims, loading of Insurance and Value-Added Services claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums. This role will also include the following:
• Answering inbound calls and register claims telephonically, including emergencies and Value-Added Services.
• Follow compliance regulations for registration of claims that are not on the system, by creating an incident and advise client of the disclaimer.
• Natis checks/PDP checks/premium validations and various query types. 

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Telephone Management
• Being professional and answering the phone promptly always
• Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames.
• Process STP (Straight Through Processing) claims.
• Registration and loading of claims as per systematic requirements governed by the policy terms and conditions.
• Servicing our clients including general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries and claims          management, monitoring and reviewing your dashboard daily to action tasks in a prompt and efficient manner and relationship building.
• Ensuring performance standards are met against KPI’s and KPA’s
• Be flexible and available when needed.
• Attending all training schedules as required

QUALIFICATIONS AND EXPERIENCE

•  Matric 
•  At least 3 years’ experience in Short Term Insurance essential preferably claims.
•  Preferred candidate to be bilingual (English and Afrikaans)
•  Excellent computer literacy – MS Office and Santam systems
•  Strong client service orientation

KNOWLEDGE AND SKILLS

• Insurance Process Knowledge
• Trauma handling skills
• Computer literacy
• Attention to detail and accuracy.
• Problem solving skills.
• Negotiation skills

PERSONAL ATTRIBUTES

•  Communicates effectively - Contributing dependently.
•  Decision quality - Contributing dependently.
•  Action orientated - Contributing dependently.
•  Optimises work processes - Contributing dependently.

CORE COMPETENCIES

•  Cultivates innovation - Contributing dependently.
•  Customer focus - Contributing dependently.
•  Collaborates - Contributing dependently.
•  Being resilient - Contributing dependently.
•  Drives results - Contributing dependently.

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What will make you successful in this role?

• This successful person will be expected to play a strategic role in developing/growing the segment and positioning the organisation within the broader business community whilst interacting closely with other industry and business leaders.

Key responsibilities:

• The focus is on providing the appropriate channel strategies and mobilising the management team to deliver on these with their teams to achieve targeted growth objectives at profitable margins.
• Identify and drive business improvement opportunities.
• Growing the collective mid corporate property portfolio profitably,
• Manage stakeholder and value chain relationships, to ensure sustainability, profitability and business model success.
• Facilitating growth in all other areas in Intermediated Business
• Business Development
• Managing relationships with internal, external and industry partners.
• Adapting the strategy to fit market conditions and needs.

Qualifications and Experience

• Minimum Qualifications: Degree and Insurance related qualifications/ AIISA or FIISA or similar
• qualification
• RE1 and RE5
• Extensive financial services experience
• Must have Short Term Insurance (STI) experience.
• Extensive experience in business unit leadership
• Demonstrated commercial success in driving a profitable business.
• Leadership ability to lead and develop a sizeable team.
• Relevant experience in terms of managing relationships with business partners.
• Provide leadership that fosters performance culture.
• General managerial experience on a senior level
• Good knowledge and experience of strategic formulation and implementation
• Sound business relationships already established within the STI Industry
• Experience/knowledge of the legislative requirements within the property industry

Skills and Knowledge

• Up to date understanding of regulatory changes & translation thereof into Santam and the business area.
• Excellent interpersonal and communication skills and have the energy, drive and enthusiasm to successfully operate within a high profile, market-leading organisation.
• Solid communication and negotiation skills
• Ability to analyse and interpret results and implement corrective actions where required.
• Proven knowledge of the insurance industry
• Keeping updated on developments in the property industry and aligning business plans to address this market.
• Creating a purpose or vision for their part of the organisation that supports larger organisational goals and provides unique insight on this part of the organisation.
• Develops annual business plan and secures resources necessary to achieve identified.
• objectives consistent with appropriate consideration of medium-term requirements
• Determining of specialist reinsurance programs applicable to Commercial Prive

Comepetencies

• Driving strategy
• Commercial orientation
• Client focus
• Enabling innovation.
• Change leadership
• Continuous learning
• Team focussed leadership.
• Talent enablement
• Emotional intelligence