Vacancy Roles at Santam Insurance

What will you do?

• Under general direction, researches, collates, records and examines coverage information to make highly complex short term claim settlement determinations. Within company guidelines, approves or denies payment. May assist in training lower-level Claims Clerks.

What will make you successful in this role?
Qualification and Experience

• Grade 12 with 3 to 4 years related experience.

Knowledge and Skills

• Claims administration
• Claims settlements of a complex nature
• Payment approval and rejections
• Operate within claims guidelines and compliance
• Coach and mentor less experienced short term claims clerks

Personal Attributes

• Business insight - Contributing independently
• Manages complexity - Contributing independently
• Plans and aligns - Contributing independently
• Manages conflict - Contributing independently

Build a successful career with us

• We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

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

go to method of application »

Job Description
The purpose of this position is to provide support to the relationship management function. Candidate will be responsible for delivering quality service to customers, who could be either internal or external to Santam (including intermediaries, customers, partners and suppliers). The successful incumbent will provide support to address customer needs, concerns and issues.

Principal Accountabilities

• Provide customer service to customers requiring special attention.
• Serve as first line of contact for customer queries.
• Communicate with stakeholders to provide information, feedback and follow through on customer queries and/or instructions to team.
• Address unusual and non-standard customer issues.
• Task-related decision making within set policies and procedures.
• Schedule appointments on request.
• Manage e-mails via proxy.
• Assist with logistics and events and broker forum management.
• Provide reception services.
• Direct intermediaries to deal with correct channels.
• Monthly management cost analysis – variance reporting.
• Compile intermediary training lists and facilitates ad hoc requests.

Qualifications and Experience

• Grade 12.
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines).
• RE 5
• Commercial Lines and Personal Lines Contact Centre experience will be advantageous

Behavioral Competencies

• Analytical thinking.
• Information seeking.
• Drive for results.
• Flexibility.
• Initiative.
• Emotional self control.
• Customer service orientation.
• Self confidence.
• Teamwork and co-operation.

Knowledge and Skills

• Proficient with MS Excel, Word basic, Qlkview, intranet.
• Detailed understanding and knowledge of Santam process.
• Thorough understanding of all relevant customer support systems and processes related to all products.

go to method of application »

Job Description

• The Quality Assurance Consultant is responsible for Assessing and evaluating the interactions between customer service agents and Santam clients, provide coaching to consultants, escalate urgently to management issues that require urgent remedy and attention, assist the team to further the improvement of the QA processes and procedures, provide adequate support to the First line manager, Shared services MIS team in lieu of accurate reporting

Key Responsibilities

• Adhere to daily assessment, coaching and calibration productivity targets
• Maintain regular service error register and SOP adherence 
• Provide assessment feedback to customer service agents and FLMs
• Improve the client service agents performance through effective coaching
• Supporting business with the implementation of quality controls and measurements 
• Support team engagement and team work
• Identify QA system and process improvement opportunities 
• Adhere to data management process needed by MIS for accurate reporting

Qualifications and Experience

• Grade 12 Matric or Senior Certificate.
• Degree or National Diploma (NQF 6) an advantage
• Insurance related qualifications an advantage:
• At least 2 years’ experience in Short-term insurance - Commercial lines.
• Quality assurance experience an advantage
• FAIS compliant an advantage
• RE5 Qualification an advantage

 
Competencies

• Communication
• Team work and support
• Commercial thinking
• Client focus
• Decision making
• Building relationships
• Continuous learning
• Problem solving
• Emotional intelligence

Skills

• Computer literacy (MS Office), 
• Knowledge on Avaya
• Policy Centre system and Mainframe. 
• knowledge of Short-term Insurance 
• Knowledge of call centre function and operations (telephony, workforce management and metrics)
• Good communication skills (verbal & written)
• Detail orientation (attention to detail)
• Interpersonal orientation

go to method of application »

What will you do?

• Emerald a subsidiary of Santam has a position available for a Claims Examiner who will be based in Fourways , Johannesburg.

What will you do?

•  Management and administration of claims in terms of corporate Assets All Risk Property Damage and Business Interruption claims
• Appointment and management of external resources e.g., loss adjusters, attorneys etc.
• Liaising with / updating brokers, reinsurance brokers and other stakeholders on claims
• Reporting to management and other interested stakeholders on claims
• Ad hoc tasks

Qualification and Experience

• At least 5 years’ experience in corporate / commercial property and business interruption claims handling
• In-depth understanding of corporate / commercial property damage and business interruption policy wordings
• Practical knowledge and understanding of reinsurance claim management and treaty and facultative reinsurance structures / contracts
• Matric qualification

Additional Requirements

•  Tertiary qualification
• Working knowledge of Business Assets All Risks policies
• Experience in and knowledge of reinsurance claims contracts and reinsurance claims handling
• Experience and knowledge on multi-territory insurance programmes and structures
• Regulatory Examination RE5
• IISA qualification / membership
• Proficiency in French / Portuguese

Competencies

• Attention to detail / analytical.
• Solution orientated.
• Negotiation skills
• Mathematically astute
• Computer literate
• Excellent workflow management skills
• Service delivery orientated.
• Excellent communication skills
• Ability to work under pressure.
• Excellent interpersonal skills, and ability to work independently.
• Interaction, building and maintaining relationships within the corporate property insurance market.