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ROLE SUMMARY
This role entails handling all inbound and outbound calls, registration of new claims on the system, appointing suppliers & resolution to plumbing related claims, as well as after hours handling of inbound calls for registration of all claims and appointment of suppliers.

 

QUALIFICATIONS

• Minimum Grade 12
• NQF level 4 in short term insurance

 

EXPERIENCE

• Have a good understanding of insurance principles.
• Have experience in the short-term insurance industry.
• Minimum of 1 year experience within the insurance space in a call center environment.

 

RESPONSIBILITIES

OPERATIONAL

• Answer 80 % of incoming calls within 20 seconds.
• Apply the scripting and guidelines provided per client when handling their phone calls.
• Appoint suppliers within prescribed SLA.
• Commit to resolving client complaints and queries swiftly in an effort to keep high customer satisfaction level.

 

COMPETENCIES

• Examining Information: Analyzes and processes information; asks probing questions; strives to find solutions to problems.
• Documenting Facts: Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.
• Conveying Self: Confidence Is self-assured and projects inner confidence; is confident and determines own future; values own contributions.
• Thinking Positively: Is optimistic and positive; recovers easily from setbacks and obstructions; is jovial and projects cheerfulness.
• Embracing Change: Copes with change and variety; tolerates uncertainty and ambiguity; adapts to new challenges.
• Inviting Feedback: Is receptive to feedback and acknowledges criticism; open to critique and critical thinking; gathers feedback from others.
• Team Working: Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decisionmaking.
• Producing Output: s focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output.
• Checking Things: Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
• Following Procedures: Conforms and adheres to rules; closely follows instructions and procedures; minimizes risks by sticking to processes.
• Managing Tasks: Manages tasks by being organized and methodical; plans activities systematically; sets priorities for tasks.

 

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