PURPOSE OF THE ROLE:

Manage and support the customer service function relating to Claims, partners and complaints handling. Responsible to plan, coordinate and control the activities between the various partners and Talksure, to maintain and enhance customer experience; and meet SLA’s and organisation objectives.

JOB RESPONSIBILITIES:

Operational Management:

  • Ensure a quality management process is maintained that prevents reputation risk
  • Actively manage processes to ensure clients queries are handled within SLA.
  • Develop and improve standard operating procedures within the Customer service Department
  • Manage the customer experience initiatives

Communication with Internal and External stakeholders:

  • Liaising with partners and service providers as required, ensure objectives and deliverables are met
  • Ensure all Partner queries are responded to appropriately and within SLA.
  • Drive learning from complaints on service delivery internally and externally
  • Ensure the operational teams are briefed on priorities and changes for each relevant campaign

Claims Management:

  • Monitor level of payments on claims and refunds, identify trends and minimise business risk
  • Ensure principles of TCF are maintained in handling claims / refunds
  • Develop processes in line with the business needs, supporting the enhancement and development of claims processes
  • Address poor performance by partners and report accordingly
  • Feedback to business on partner and or service provider performance
  • Ensure principles of TCF are maintained in handling claims / complaints

Report and Feedback:

  • Manage an effective reporting framework to measure and monitor partner performance and achieve contracted operational business targets

QUALIFICATIONS AND EXPERIENCE:

Essential:

  • Grade 12 or Matric
  • Regulatory Certification (RE5)
  • Must be eligible to be on the Rep register
  • 1-3 years’ experience in the customer service environment within the financial services sector
  • Intermediate level for MS Office
  • Strong Data Analysis capabilities.

Preferred:

  • An Insurance related qualification, Diploma NQF 5 preferable

BEHAVIOURAL AND COMPETENCY REQUIREMENTS:

  • Analysis and Problem solving
  • Organisational Awareness
  • Communication
  • Customer Service Orientation
  • Self-Management
  • Stress Management
  • Planning and Organisation
  • Results Orientation
  • Resource Management
  • People Management
  • Clear Criminal Record

Salary: R12,250-R13,310- TCTC



NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.