DetailsClosing Date: 2025/02/07Reference Number: MMH250122-8Job Title: Client Contact Centre Administrator (Zestlife)Position Type: PermanentRole Family: Client ServicesCluster: GuardriskRemote Opportunity: Some of the timeLocation - Country: South AfricaLocation - Province: Western CapeLocation - Town / City: Claremont, Cape TownIntroductionA vacancy exists for an Inbound Client Contact Centre and Correspondence Administrator in our Client Contact Department.
The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first-call resolution experience while maintaining a high standard of customer service.
They also respond to claim-related queries and correspondence received.Disclaimer: As an applicant, please verify the legitimacy of this job advert on our company career page.Role PurposeDeliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions, etc.
), responding to their needs, concerns, and complaints within agreed Service Level Agreements and legislative and compliance requirements.Client Service responsibilities in respect of Zestlife Insurance Products.Ensuring that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Zestlife customers.RequirementsMatric (Grade 12)Medical Aid understanding and servicing experience2 years of proven client service/call centre experience.Good written and verbal communication skillsGood negotiation skills and effective in dealing with customers and meeting their expectationsAbility to apply administration principles and work with detail and with a high level of accuracyIntermediate MS Office skills, especially in Excel, Word, and Microsoft OutlookProficient in English and another official South African language (e.g.
Afrikaans, Zulu, Xhosa, etc.)
(preferred)Duties & ResponsibilitiesThe duties for which you will be responsible in terms of this contract are briefly listed below and will be subject to amendment from time to time as required based on discussions with your manager:Be logged onto the Client Services inbound telephone queue and web touchpointResolve a minimum of 30 telephone calls per dayRespond to and resolve about 15 general/claim-related correspondence queries per day within a 24-hour turnaround timeMaintain and update your daily workflow queue for management reportingStrive to have zero lost calls per dayLog all telephone calls received on the policy/claim recordsVerify and update, if necessary, all personal contact information for clients, including Medical Aid detailsEnsure relevant processes are adhered to and the policy option and commencement date are checked before providing information and advice, and ensure the applicable potential claim disclosure is communicated to the client when necessaryAchieve a minimum QA (quality standard) of 90%Interact with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim.Liaise with the Manager regarding the claim decision pertaining to a client query when necessaryDeal with client queries professionally, adequately, and timeouslyArrange for priority claim investigations and escalationsBe proactive and apply the TCF principles in every aspect of your job functionsOther basic policy administration-related functionsAnswer the telephone within 2 rings and resolve the client/broker query/request in a professional and timely mannerAlways try to retain clients when they call in to cancel their policyAdditional SkillsGood time managementProactive and creative in resolving queriesGood use of initiativeAbility to understand the bigger client or claim picture and the impact your interaction with the client can have on the businessPlanning and organisingWorks well in a team and independentlyAbility to cope with pressure and setbacksAbility to work independentlyAbility to work well under pressureMeeting Timescales: Is target-focused and meets deadlines, is punctual and keeps to schedule, is reliable in finishing tasksSelf-motivatedEstablishing Rapport: Builds rapport and puts people at ease, is engaging and welcomes people
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