Operations Consultant (Collections) wanted: APPLY HERE
Johannesburg, Gauteng
Permanent
Company
Telesure Investment Holdings
Reference #
12345678900000000000
Published
10/07/2019
Contract Type
Permanent
Salary
Market Related
Location
Johannesburg, Gauteng, South Africa
Introduction
The VAPS Admin and Retentions Consultant contributes to the organizational goals mainly through administration and retention of Value Added Product policies offered by the group in order to contribute to the growth, profitability and sustainability of the business.
Job Functions
Administration
Industries
Admin, Office & Support
Specification
2.Job Objectives/Outputs
2.1 Operational / Technical / Financial results
Servicing customers through handing all telephony and administration related to complaints, queries, refunds, non payment of premiums and claims (ad hoc) and other relevant tasks pertaining to value added products to ensure effective resolution in the most cost-effective way.
Respond professionally to client complaints, queries and claims within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution.
Provide appropriate and timorous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention.
Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timorous service delivery.
Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation.
Accurately identify the origin and reason for policy cancellations (or cancelled policies) and apply effective and relative retention strategies and tools in order to retain customers.
Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.
Adherence to: agreed house rules for the team and environment: quality standards; required risk and compliance requirements; business processes; system access: management regulations and targets pertaining to key performance consistently.
2.2 Personal Competence results
Accountability for development.
Training intervention attendance.
Application of training, initiatives and process changes.
Taking career development and performance management seriously (look for ways to improve competence/results.
Setting of own goals and working towards them. Continuous and constant improvement.
Adherence to: agreed house rules for the team and environment: quality standards; required risk and compliance requirements; business processes; system access: management regulations and targets pertaining to key performance consistently.
2.3 Customer and Relationship results
Ensure that business objectives and personal delivery aligns to and meets the TSW principles.
To ensure that a claimant is kept informed at all times with regards to their claim process.
Provide appropriate and timorous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention.
2.4 Innovation Results
Leverage all available information from our partners, the industry, and internally to ensure we are constantly reviewing our departmental processes, systems and protocols with a view to improve efficiencies.
Analyseing current performance inhibitors and finding solutions to ensure business continuity.
Deliver the Telesure Service Way through personal effort and through others.
Deliver on TCF principles in alignment with regulatory
requirements
Requirements
5.Knowledge and Experience Requirements
Level of Education:
Essential:
Grade 12 (Standard 10) with University Entrance (NQF4)
RE/FAIS qualification
Experience:
Essential:
At least 2 years experience in a customer service / claims / retention environment.
Knowledge of:
Customer experience framework, methodologies and philosophy (including personal experience)
Emotional maturity
General business acumen
Value Added Products (VAPS) operations
Product retention
Short term insurance skills:
Computer Literate
Administrative skills
Communication skills
Planning and organising
Interpersonal skills
Phone etiquette
Investigative skills
Job Closing Date
22/07/2019. Apply Now
Source: jobs365
