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  • Posted: May 6, 2022
    Deadline: Not specified
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  • Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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    Senior Monitoring Specialist

    Introduction
    Ensure monitoring is planned for, included in all areas, and executed accordingly. Monitoring is to be used not only as a reactive measure but also as a proactive tool and plays an integral part in ensuring quality standards and best practices are adhered to. This position proactively supports all TIH systems, it involves working closely with IT functional and technical areas, owners, and system consumers. Tasks of the role include effective monitoring, alerting, escalating, automation and reporting on the entire estate. In-depth analysis of performance indicators and system health will be critical to assist with resolving application and configuration issues and concerns.

    Specification
    Solutions Analysis

    • Develop innovative solutions by integrating and analyzing complex and diverse information sources. Maintain close co-operation with owners and system consumers. Advising when corrective action is needed. Assist with the measurement of engineering of bespoke monitoring solutions.

    Infrastructure Monitoring Support

    • Developing a support plan and delivering activities and solving complex issues to meet required standards.
    • Ensure that the work scope and monitoring requirements for systems are clearly defined and agreed to by the Owners and system consumers and that change control procedures are adhered to. Work in close cooperation with Project Planning and GIT Managers to ensure the monitoring component for any new / existing systems are in place.

    IT Performance Management

    • Design and monitor quality of systems and respond to user emails to monitor, diagnose, and alert and guide around performance issues.
    • Ensure that the technical integrity and work scope definition is maintained through the on-boarding process and that all dependent systems within scope are for provisioned for. Provide detail to assist with reviewing and monitoring engineering performance indicators. Monitor and alerting on performance of all GIT systems.

    Stakeholder Engagement

    • Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
    • Maintain structured communication with the owners and system consumers on technical and monitoring matters.
    • Facilitate Inter-discipline co-ordination between all technical disciplines, with special reference to monitoring across the following areas: DevOps, IBMi, Infrastructure, Core Systems, End User Support, Telephony, Development Pillars and Synapse (middleware).

    Insights and Reporting

    • Contribute to the design and creation of reporting strategies and templates.
    • Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.
    • Assist with the measurement of engineering of bespoke monitoring solutions.
    • Issue reports to the Production Manager as required and assist in preparing the Monthly Progress Report for approval by the Production Manager.

    Operational Compliance

    • Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
    • Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
    • Ensure effective document control in full compliance with procedures. Ensure that all monitoring documentation and drawings are adequately prepared, filed, secured, and transmitted.

    Continuous Improvement

    • Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered.

    Organizational Capability Building

    • Provide coaching to team members to develop their skills. Interest and willingness to cross train across variety of monitoring tools used within the organization.

    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.

    Work Scheduling and Allocation

    • Develop short- or medium-term work schedules in order to achieve planned commitments. Use additional resources as needed. Assist with the scheduling of the work and the development of the Monitoring initiatives and Monitoring tools. Interface with GIT Managers on resource gearing and allocation to aid resource velocity objectives.

    Requirements

    • General Education
    • Grade 12/ SAQA Accredited Equivalent (Essential);
    • Relevant industry qualifications such as Microsoft MCSE: System Centre Operations Manager, Instana, Solarwinds, ELK or equivalent monitoring qualification (Essential);
    • Relevant degree in IT (Advantageous)

    General Experience

    • 5 or more years’ experience in Multiplatform environments with a focus on monitoring (Essential)
    • Experience working with cloud infrastructure environments (Essential);
    • Experience with design, implementation and support of monitoring tools (Essential);
    • Experience in Financial Service Industry (Advantageous)

    Job Closing Date: 13th, May 2022

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    Automation Tester

    Introduction

    • Design, develop and maintain automation scripting and ensure the implementation thereof.

    Specification
    Testing IT Performance

    • Contribute to the design and perform mobile/website/applications software tests.
    • Ensure maintenance of regression test scripts.
    • Responsible for the Automation/ Performance/ Service/ Stress scripting within the Testing Team as well as functional responsibilities aligned with improving product quality.

    Quality

    • Plan and coordinate testing of Automation scripting. Ensure corrective actions or continuous improvement initiatives are carried out, and monitor the initiatives to ensure they are effective. Oversee and review automated and functional test scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded.

    Project and Program Reporting and Reviews

    • Draft elements of project review reports and presentations to support delivery of the review process.

    Insights and Reporting

    • Contribute to the preparation of various data and analytics reports.

    Data Collection & Analysis

    • Collate and analyze data using pre-set tools, methods and formats. Involves working independently. Communicate findings to relevant stakeholders.

    Work Scheduling

    • Organize own work schedule each day in line with changing priorities. Attend daily scrum meetings with project stakeholders to review daily status and confirm next steps / actions or JAD Sessions

    Faults Diagnosis

    • Provide fault isolation to limit and address issues promptly and escalate to the development team.

    Requirements
    General Education

    • Grade 12/ SAQA Accredited Equivalent (Essential);
    • ISTQB Foundation certification (Essential)

    General Experience

    • Experience in automation testing (Essential);
    • Experience in testing and analytics (Essential);
    • Experience working with various test automation tools (Essential);
    • Methodology knowledge and experience working with Devops Azure/ Agile/ Waterfall Methodologies (Essential)

    Job Closing Date: 13th, May 2022

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    MI Analyst

    Introduction

    • Measure, analyze and interpret trends to use data to extract quantifiable insights from past trends and current conditions that increase TIH profitability and improve efficiency. The primary role is to turn data into knowledge to enable and improve key business processes.

    Specification
    Insights and Reporting

    • Contribute to the design and creation of reporting templates and models for operations, technical and financial etc.
    • Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations to key stakeholders to make informed decisions.

    Data Collection & Analysis

    • Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

    Stakeholder Engagement

    • Manage relationships with internal and external stakeholders to ensure consistent, accurate, aligned and valid data is available. Identify reporting needs with the relevant role players. Act as the SME and manage all engagement and delivery in collaboration with the data science team.

    Application Software Development

    • Contribute to development of existing and new applications by analyzing and identifying areas for modification and improvement. Contribute to development of new applications to meet internal customer requirements.

    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 understanding of relevant technology, external regulation, and industry best practices through ongoing education and trends.

    Data Management

    • Use data management systems to deliver prescribed outcomes with guidance from specialist colleagues. This includes being responsible for operating key elements of the system.

    Database Specifications

    • Provide information and comments on suitability during approval process for database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved.

    Requirements

    • General Education
    • Grade 12/ SAQA Accredited Equivalent (Essential);
    • Diploma in Statistics/Business Information (Advantageous)

    General Experience

    • 3 or more years in a similar role with a key focus on analytics and reporting (Essential);
    • Call Centre environment experience (Essential);
    • Experience and knowledge of the financial insurance industry (Advantageous)

    Job Closing Date: 13th, May 2022

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    BI: Retentions Consultant

    Introduction    
    The Commercial Customer Care Consultant contributes tthe organisation’s goals by servicing & retaining customers/brokers through handling all inbound, outbound & email requests. These customer/broker requests are related tpolicy amendments, enquiries, complaints, policy reviews and cancellation requests. In contribution tthe Business Insurance and Telesure strategy, the role will strategically contribute tretention of customers, improved customer service and effective management of policies, thereby improving premium collection and overall profitability

    Specification    

    • Outbound focused
    • Explain alternative solutions tthe customer and influence the customer tretain their business
    • Convince Customers tre-activate their existing policies
    • Articulate the customer needs in the customer's business language and business context.
    • Consistently achieves results, even under tough circumstances
    • Maintains productivity and a positive attitude.
    • Apply understanding of the business environment and objectives tdevelop solutions  

    Qualifications

    • RE
    • 150 FAIS Credits (Advantageous)

    Experience:

    • 3 or more years Contact Centre Experience (Essential);
    • 1 year Retention experience (Essential);
    • 1 year Short Term Insurance experience (Essential);
    • Experience in Commercial Insurance (Advantageous

    Job Closing Date: 19th, May 2022

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    Sales Consultant- Business Insurance

    Job Specification:

    • Effectively manage contacts from start to finish with customers, regardless of the data distribution channel.
    • Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales targets etc.).
    • Deliver efficient customer service levels through effective call management.
    • Achieve operational requirements and service delivery through effective time and attendance management.
    • Connect, develop rapport, form relationships and ensure positive customer experiences at all times.
    • Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction.
    • Responsible for individual actions and the delivery of high quality standards.
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

    Requirements    
    Essential:

    • Matric / Grade 12/ SAQA Accredited Equivalent*
    • At least 1- 2 years sales experience, preferably in the short term or long term insurance industry

    Desirable:

    • Familiar with Legal Products
    • The appropriate FAIS accreditation and RE
    • A relevant 3 year Business related degree / diploma

    Job Closing Date: 12th, May 2022

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    Customer Service Consultant

    Specification    
    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.

    Requirements    
    General Education

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

    General Experience

    • 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous)

    Job Closing Date: 12th, May 2022

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    Software Development Manager - Hippo

    Specification    

    • Manage and prioritize IT Systems Development tasks through the effective deployment of resources and efficient workload allocation. Lead a team of system developers to drive innovation and ensuring that Business IT Systems requirements are sufficiently developed and adhered to.

    Application Software Road-map

    • Define and maintain a road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.

    Solutions Analysis

    • Develop innovative solutions by integrating and analyzing complex and diverse information sources.

    Stakeholder Engagement

    • Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis. Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

    Leadership and Direction

    • Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

    Strategy Formation & Implementation

    • Develop tactical plans for optimizing resources and assets being managed within a given area or department.

    Performance Management

    • Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

    Data Collection & Analysis

    • Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

    Insights and Reporting

    • Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.

    Organizational Capability Building

    • Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.

    Project, Program and Portfolio Management

    • Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.

    Application Software Development

    • Develop existing applications and contribute to development of new applications by analyzing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.

    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.

    Operational Compliance

    • Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.

    Information Security

    • Implement and provide input on the design of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.

    Requirements    
    General Education

    • Grade 12 / SAQA Accredited (Essential);
    • Recognized IT degree / diploma (Advantageous)

    General Experience

    • 6 or more years adequate System Development experience using the relevant programming, language or technologies (Essential)
    • Previous experience in Financial Insurance industry (Advantageous)

    Managerial Experience

    • 3 - 6 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

    Job Closing Date: 18th, May 2022

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    Senior Digital Product Owner

    Job Purpose
    Participate in the formulation of the TIH Online Channel strategy (i.e. Web and Mobile). Assist the Plan and Design team with market research and understand customer needs. Perform competitor, sector, industry, and global trend analysis to support the planning, drive the design and execute the online solutions for TIH’s relevant segments (e.g., STI, Life, BI and VAPS).

    Specification    

    Digital Vision and Strategy

    • Define and set the digital strategy, working with both internal and external stakeholders to build and communicate the strategic importance of digital while aligning with broader organizational strategy.

    Leadership and Direction

    • Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

    Building Capability

    • Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise.

    Data-driven Product and Service Improvement

    • Develop data-driven analyses to surface new opportunities to differentiate and improve products and user experiences, ensuring consistency across digital products, services, and channels. Support customer and market research by performing customer and market research and analysis techniques.

    Product/Service Development

    • Manage the development and/or delivery of a significant element of the organization's product/service development program, creating and driving the product/service road map and managing the backlog.
    • Design and build appropriate digital solutions for TIH in line with its key objective of excellent consistent customer experience (sales and service).
    • Design and build features and solutions including but not limited to sales and service-related features across digital channels (sole accountability).
    • Ensure integration and alignment of digital solutions in the context of a multichannel framework as defined by the agreed brand head.

    Horizon Scanning

    • As subject matter expert on the team keep up to date with the latest developments in the digital space in respect of digital insurance and other related technologies and the application to business objectives and customer needs as well as delivery thereof.
    • Stay abreast of global financial institution’s strategies and best practices in relation to digital insurance.
    • Understand competitor strategies and their positioning in respect of digital channel solutions.
    • Stay abreast with user experience practices, accepted user experience design standards and methods to ensure solutions are customer-led (based on customer needs and not just technology driven).

    Improvement / Innovation

    • Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

    Project and Program Stakeholder Engagement

    • Together with the User Experience (UX) team, design solutions that are customer centric (e.g., meets the needs of digital customers at all times).
    • Stay abreast with continuous delivery and agile practices; working in cross functional/multidisciplinary teams.

    Business Case Contribution

    • Lead development of business cases to quantify current costs, justify project investment, and identify the return on investment.

    Technical Developments Recommendation

    • Discuss and recommend technical developments to improve quality of the website/portal/applications software and supporting infrastructure to better meet users' needs.

    Together with IT:

    • Ensure the best possible use of technology to lower the cost of service whilst providing scalability and access via other channels.
    • Assist the channel plan and design team in managing the delivery of supporting processes to take the capabilities to market.
    • Project and Program Realization of Business Benefits
    • Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these.
    • Achievement of projected quality objectives for business benefits; Quality standards including adoption rate of features upon delivery, Achievement of projected targets on different business case projections, Realization of intended customer experience benefits based on UX dashboard and metrics, realization of projected sales and cross sell targets, Realization of intended cost reduction targets, Realization of migration targets to digital channels.
    • Achievement of time related objectives including adherence to delivery commitments and critical milestones achievement such as:
    • Scheduled showcases to business
    • Kick-off of iterations, Working features every two weeks
    • Discovery and inception timelines, Delivery of programme and projects on agreed timelines, Customer interviews and research done in time.

    Requirements    
    General Education

    • BCom Business or BSC Information Technology/Systems degree or similar (Essential)
    • Post Graduate Diploma (Essential)
    • Hons Degree (Advantageous)
    • MBA (Advantageous)

    General Experience

    • 6 to 10 years experience to deal with the majority of situations and to advise others (Essential)
    • Product development experience (Essential)
    • Experience in a similar role within the Financial Services Industry (Advantageous)

    Managerial Experience

    • 3 to 6 years experience planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

    Job Closing Date: 18th, May 2022

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    Sales Consultant - Medical aid

    Introduction    

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

    Specification    
    Sales Opportunities Creation

    • Identify potential customers by obtaining information, and recommendations from multi-media call to action and affiliate campaigns as well as inbound functionality.
    • Explore cross sell and referral opportunities.

    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 assist in decision making and to identify and respond to areas requiring further information or explanation.

    Customer Relationships Development

    • Make calls (by telephone or in person) and maintain inbound responsiveness to develop new customer relationships and maintain existing ones.

    Requirements    
    General Education

    • Matric /Grade 12 or SAQA Accredited Equivalent (Essential);
    • FAIS recognized qualification (Advantageous); Regulatory Exam 5 (Advantageous)

    General Experience

    • 1 year or more in a contact centre sales environment (Essential)

    Job Closing Date: 13th, May 2022

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    Sales Consultant( Afrikaans Speaking)

    Specification    

    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 or meeting; 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    

    General Education

    • Matric / Grade 12 or SAQA Accredited Equivalent (essential)Regulatory Exam 5 (advantageous)

    General Experience

    • 1 year telephonic sales experience (essential

    Job Closing Date: 13th, May 2022

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    Forensic Auditor

    Introduction    
    We are looking for a Forensics Auditor who can identify, detect, prevent, analyse, investigate, and resolve suspected fraud cases, syndicate activities, unlawful conduct, financial crime, and other breaches of the Fraud and Code of Ethics Policies.

    Specification    

    • Gather, review, and analyse data in support of an investigation
    • Conduct informational and admission seeking type interview.
    • Prepare work papers to adequately document investigations performed with supporting evidence for all forensic findings.
    • During the investigative process, provide effective recommendations and solutions to identified issues; ensure business agreement, and follow-through.
    • Interface with various levels of the organization, including Executive Management.
    • Provide concise and meaningful updates to Audit Leadership.
    • Testify in hearings and criminal trials when necessary.
    • Assist in Special projects as assigned
    • Provide coaching of less experienced team members aimed at facilitating the completion of investigations and developing team members' investigation skills.

    Objectives:

    • Carry out the vision and mission of Forensic Audit to prevent, detect, and investigate issues of fraud and financial abuse within the organisation.
    • Identify, and clearly define, forensic issues and root causes, recommend improved internal controls and business processes, and ensure that corrective action plans are developed.
    • Promote a zero-tolerance control environment where fraud or noncompliance is unacceptable and difficult to conceal

    The Forensic Auditor must be able to compile, write and review forensic reports to ensure a professional work product, as well as compile and write comprehensive legal statements and annexures when reporting maters to relevant authorities for prosecution.

    Skills and competencies:

    • Proficient in Excel, Word, PowerPoint, and experience with data mining software preferred.
    • A high energy level and strong work ethic with a commitment to continuous improvement in a dynamic and changing environment that strives to exceed expectations.
    • Interact well with different people and able to work in a multi-cultural environment. Possess excellent written and oral communications skills, including the ability to present forensic findings in an objective and unbiased manner.
    • Have strong, proficient analytical skills.
    • Excellent organizational and prioritization skills with the ability to handle multiple tasks under stressful conditions
    • Strong leadership and analytical skills and ability to work independently and in a team environment.
    • High degree of accuracy
    • Attention to detail
    • Problem-solving ability
    • Ability to meet demanding deadlines

    Requirements    
    General Education

    • Grade 12/ SAQA Accredited Equivalent (Essential);
    • BCom in Internal Audit, Forensic Auditing/Investigation (Essential);
    • CFE (Advantageous)

    General Experience

    • 3 - 5 years relevant in field Forensic/ Claims/ Investigation/ Auditing/ experience (Essential).
    • SAPS experience (Advantageous)

    Job Closing Date: 13th, May 2022

    go to method of application »

    Customer Service Consultant

    Specification    
    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.

    Requirements    
    General Education

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

    General Experience

    • 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous)

    Job Closing Date: 13th, May 2022

    go to method of application »

    Customer Services Consultant Inbound - Business Insurance

    The Customer Services Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of service, retention and sales strategies and approaches unique to the customer needs.

    Specification    

    • To always strive to deliver service that aims to achieve first contact resolution across multi-channels (E.g. Voice, e-mails, web etc.).
    • Enhance efficiencies resulting in improved costs through effective contact centre discipline.
    • Increase customer satisfaction through positive interaction focussing on making it easy to fulfil customer needs by living the Telesure Service Way behaviours.
    • Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation while providing sound financial advice (Complying to FSB).
    • Ensuring appropriate ownership of customer retention value chain by providing a professional quality service.
    • Providing sales through service while selling and up-selling appropriate new product offerings and/or Value Added Products to the customer as per the customer journey strategy.
    • Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk.
    • Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to various channels and brands (broker or customers).
    • Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker.
    • Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide the options to customer.
    • Apply different discounting strategies relative to customer profitability as determined by business analytics and tools.
    • Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity by building and maintaining relationships with colleagues, customers, brokers and service providers.
    • Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis

    Requirements    
    Essential

    • Matric / Grade 12/ SAQA Accredited Equivalent*
    • Tertiary Qualification* SAQA Accredited Equivalent*
    • Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA
    • Min 2 years short term insurance contact centre experience

    Desirable: Business/Commercial insurance experience.

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