Auto and General Australia - Claims Consultants (Home Claims)
Telesure Investment Holdings
Johannesburg, Gauteng
Permanent
Full-time
23 days ago
JOB PURPOSEProcess already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.RESPONSIBILITIESCustomer Management (Internal)Help manage customer by carrying out standard activities to complete the customer request.Data Collection & AnalysisAsk questions, collect data from a variety of sources, analyse information and investigate claim.Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.Use appropriate tools to accurately cost applicable claims on a day-to-day basis.Work Scheduling and operational complianceOrganise own work schedule to get the job done, coordinating with support services and completed work within SLA.Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).Remain up to date with current and new product knowledge to enable effective decision making.AdministrationProduce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.CorrespondenceRespond to routine requests using telephonic conversation or emails (internal and external).Document ManagementCreate, organise and maintain files containing the correspondence relating to policies and matters.Document PreparationPrepare and manage claim documentation for customers.Prepare insurance claim forms or related documents and review them for completeness.Enter claims information into database systems.Pay small claims.Calculate quantum amount of claim.Post or attach information to claim file.Transmit claims for further investigation.Contact insured or other involved persons to obtain missing information.Review insurance policy to determine coverage.Organise or work with detailed office records, using computers to enter, access, search or retrieve data.Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.Finalise claims and communicate the outcome to the customerListen and transcribe client conversationsRequest Client ConversationRetrieve Client ConversationIssue repair / replace vouchersLoad and action 15-minute messagesComplete Things to Do (TTD's) and requestsRefer to Loss Adjuster when requiredArrange to collect salvage - non-Motor where applicableArrange to collect salvage - Motor where applicableTECHNICAL COMPETENCIESCustomer FocusBuilds strong customer relationships and delivers customer-centric solutions.Decision QualityMakes good and timely decisions that keep the organization moving forward.Manages ComplexityMakes sense of complex, high quantity, and sometimes contradictory information to effectively solve problemsDrives ResultsConsistently achieves results, even under tough circumstances.Being ResilientRebounds from setbacks and adversity when facing difficult situations.Manages ConflictHandles conflict situations effectively, with a minimum of noise.Communicates EffectivelyDevelops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.Ensures AccountabilityHolds self and others accountable to meet commitments.Plans and AlignsPlans and prioritizes work to meet commitments aligned with organizational goals.General EducationMatric / Grade 12/ SAQA Accredited Equivalent (Essential)General Experience1 or more years' Financial Services industry experience (Essential)Call Centre Experience (Essential)STI experience (Advantageous)1 or more years' Claims Experience (Essential)