Santam SOS has a great career opportunity available for a Motor Contact Centre Agent who will be based in Parktown
WHAT WILL YOU DO?
The Contact Centre Agent will fulfil duties such as registration of claims, loading of Insurance and Value-Added Services claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums.
This Role Will Also Include The Following
- Answering inbound calls and register claims telephonically, including emergencies and Value-Added Services.
- Follow compliance regulations for registration of claims that are not on the system, by creating an Incident and advise client of the disclaimer
- Natis checks/PDP checks/premium validations and various query types
- Telephone Management
- Being professional and answering the phone promptly always
- Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
- Process STP (Straight Through Processing) claims
- Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
- Servicing our clients including: general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries and claims management, monitoring and reviewing your dashboard daily to action tasks in a prompt and efficient manner and relationship building
- Ensuring performance standards are met against KPIs and KPAs
- Be flexible and available as and when needed
- Attending all training schedules as required
- Matric
- Minimum of 3 years experience in Short Term Insurance essential preferably claims
- Preferred candidate to be bilingual (English and Afrikaans)
- Excellent computer literacy MS Office and Santam systems
- Strong client service orientation
- Insurance process knowledge
- Success in working with cross-functional groups both internal and external to the organization.
- Excellent communication both verbal and written
- MS Office and proficiency with Santam systems and processes
- Trauma handling skills
- Computer literacy
- Attention to detail and accuracy
- Problem solving skills
- Negotiation skills
- Drives results
- Deciding and initiating action
- Collaborates
- Client focus
- Flexibility and adaptability
- Action orientated
- Situation adaptability
- Optimises work processes
- Emotional intelligence
- Critical thinking
- Curiosity with creativity
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. Were about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
