Policy Analysis Adviser

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 300,000 - 420,000; Full time

Job summary

A leading company is seeking a Policy Review Adviser to join their team. The successful candidate will manage referrals related to misrepresentation and non-disclosure, ensuring compliance with regulations. This role requires solid insurance experience, particularly in vehicle claims, along with exceptional customer service and communication skills.

Qualifications

• Solid insurance experience, especially in vehicle insurance claims.
• Experience in complaint handling with early resolution skills is ideal.
• High-level customer service skills are required.

Responsibilities

• Investigate misrepresentation and non-disclosure at policy inception and claims stage.
• Manage complaints and maintain positive inter-departmental relationships.
• Ensure compliance with company policies and regulation standards.

Skills

Customer service skills

Problem-solving

Data analysis

Technical proficiency

Verbal communication

Written communication

Time management

Organizational skills

Education

Matric/NQF Level 4 qualification or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Job Overview:

The Policy Review Adviser will manage referrals received into the Policy Analysis Team from various sources relating to misrepresentation, non-disclosure, and potential indemnity concerns, within agreed authority levels and SLAs.

Job Responsibilities:

1. Investigate all cases of potential misrepresentation and non-disclosure at policy inception and claims stage, following the Policy Validation Guide and CFS Procedures, and process any necessary changes to the policy.
2. Investigate suspected Quote Manipulation prior to policy inception through to a conclusion.
3. Manage potential voidance cases, referring to Policy Analysis Level 2 or Senior for sign-off.
4. Contact policyholders by phone and email, adhering to TCF and DPA principles, to resolve discrepancies related to misrepresentation, non-disclosure, or indemnity issues.
5. Update and revise customer policy details, making necessary adjustments or cancellations.
6. Make outbound calls to customers regarding validation procedures or queries, following TCF and DPA principles.
7. Process incoming post and emails, including scanning relevant documents.
8. Handle complaints efficiently, adhering to FCIM Complaints policy.
9. Manage delegated mailboxes, ensuring all correspondence is actioned within SLA.
10. Identify matches that do not require further investigation and ensure timely closure within SLA.
11. Maintain positive relationships across departments, complying with the Group Code of Conduct and Fitness and Propriety policies.
12. Ensure compliance with company policies, values, and relevant standards/regulations.
13. Perform any other reasonable duties as required.

Job Requirements:

• Matric/NQF Level 4 qualification or equivalent.
• Solid insurance experience, especially in vehicle insurance claims.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
• High-level customer service skills.

Experience Required:

• Experience in complaint handling, ideally with early resolution skills.
• Experience handling fraudulent claims or misrepresentation at policy inception is advantageous.
• Experience within an FCA-regulated environment is preferred.
• Experience managing both outbound and inbound calls.
• Ability to provide optimal resolutions for customers.

Skills Required:

• Excellent verbal and written communication skills.
• Strong time management and organizational skills.
• Problem-solving skills with a logical approach.
• Data analysis and statistical skills.
• Technical proficiency, especially in Microsoft Excel and Word.

Preferred Requirements/Skills:

• Experience with UK customers or clientele.
• RE qualification.
• FAIS credits.

Core Behaviour:

Dependable, driven, and collaborative employees are valued. The candidate should demonstrate:

• Confidentiality, reliability, and authenticity.
• Passion, determination, and dynamism.
• Friendliness, compassion, and teamwork.

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to positive pre-employment verification.