Vacant Positions at Santam Insurance

What will make you successful in this role?

• The successful incumbent will be required to service, market and sell short term insurance products
• Servicing intermediaries and brokers; this will include monthly in person visits, queries and claims management, monitoring and increasing sales, reporting on sales and relationship building.
• Training intermediaries and brokers in the portfolio on products and systems. 
• Servicing corporate clients. 
• Attending workshops, conferences or any public relations events when required – these activities may occasionally take place afterhours or over weekends.   

Qualification and Experience

• Minimum Matric 
• RE accreditation
• Relationship management in Broker environment - not negotiable
• Previous work experience in an unsupervised role 
• Valid driver’s license and own reliable vehicle
• Computer literate (Intermediate Excel, PP, Word and Outlook) 
• Tertiary education an advantage 
• Sales and marketing experience 

Skills:

• Excellent interpersonal skills
• Sound Relationship building skills
• Presentation and Negotiation skills
• Well-spoken with excellent presentation and communication skills (telephonically and written)
• Attention to detail and ability to analyse 
• The ability to work independently 
• Effective time management and discipline 
• Planning and organising

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The following accountabilities are applicable:

• Liaising with claims specialists of the underwriters forming part of the Santam Internal Claims agreement and ensuring the correct claims are linked 
• Conducting detailed investigation on the merits and quantum to establish negligence
• Attending to escalations from other insurers and client queries where necessary
• Negotiation of settlement with third party insurers
• Closure of claims.

QUALIFICATIONS AND EXPERIENCE

• Matric
• 3-5 years short-term insurance experience
• Additional short-term insurance-related qualifications will be an advantage.
• Diary management
• Comprehensive short-term procedural and practice knowledge (especially related to Motor Vehicle Accidents)
• Comprehensive policy knowledge
• Comprehensive applicable legislative knowledge as well as the law of evidence and principles in law (e.g., law of apportionment of damages)
• Technical knowledge of the Santam processes.

COMPETENCIES:

• Working with people
• Client centric orientation
• Adapting and responding to change
• Attention to detail and accuracy
• Deciding and Initiating action
• Performance under pressure
• Planning and organizing
• Problem solving
• Negotiating and getting agreement
• Verbal Communication

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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.

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WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Receiving instruction from Claims Service Consultant (appraisal notes & docs).
• Checking completion and correctness of document and policy conditions.
• Planning routes for claims, make arrangements and contact client.
• Identifying what is required and outstanding from client.
• Deciding on what must be investigated and whether specialist expertise is required e.g. builder, engineer.
• Assessing risk to provide recommendations to underwriting.
• Appointing specialist resources if required.
• Interacting with the police, weather bureau etc. to assess merit.
• Comparing information collected to the policy requirements and claim details presented.
• Determining equivalent replacement and determine risk.
• Deciding and negotiating on replacement/cash/claims card.
• Authorizing repairs/cash settlement.
• Writing Claims Report and updating the central claims file.
• Handle and resolve clients/brokers complaints in a timely and fair manner.
• Managing relationships with client, broker, service providers and internal stakeholders (relationship managers, claims committee, opinions from underwriters)
• Ensuring effective and continuous communication with all stakeholders.

QUALIFICATIONS AND EXPERIENCE

• Matric (Grade 12) with Mathematics
• Short-term insurance qualification (NQF4) plus completed Digital Non-motor Assessors Skills Programme
• Certified Fraud Examiner qualification advantageous
• Five (5) years' or more relevant experience at digital non-motor level (full spectrum), field assessing experience advantageous
• OR
• Seven (7) or more years' relevant claims assessment experience (non-motor) (full spectrum)