Insurance Claims & Customer Experience Specialist

Telesure Investment Holdings (TIH); Wes-Kaap; On-site; ZAR 220,000 - 320,000; Full time

Job summary

TIH in South Africa is seeking a customer-focused professional to support claims administration and policy information updates. You will collect information from insured or designated persons to settle claims and assist with amendments, while offering insights on policies and additional benefits to customers.

In this role you will manage external and internal customers, identify upsell opportunities, and ensure responses comply with regulatory codes and internal standards.

Qualifications

• Customer-facing role experience preferred.
• Strong communication and problem-solving abilities required.
• Ability to upsell and identify customer needs.

Responsibilities

• Customer management for external and internal customers, aiming for first call resolution.
• Ask questions to gather information for resolving customer requests.
• Upsell products by identifying best-fit propositions.

Skills

Customer service

Communication

Problem solving

Attention to detail

Sales orientation

Tools

CRM systems

Email templates

Job description

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Responsibilities

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 customised responses (internal and external).

Operational Compliance

Develop working knowledge of the organisation'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.

Education

Experience

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.