Description To provide quality claims registrations service while ensuring excellent service to clients and brokers at the start of the claims journey, and ensuring clarity of process to follow and guiding them towards the best options regarding and ensuring completeness of claims information before moving the file to the relevant claims back office area.CompetenciesCritical objectives and responsibilitiesStrategicCustomerCollaborationLeading with InfluenceInnovationPersonal MasteryExecutingExecute on the full role of Claims Ambassador to ensure contribution to the achievement of the business strategy and ease of doing business.Take inbound calls in accordance with predetermined compliance and customer service processes and procedures ensuring effective and efficient claims registration serviceHandling emails in accordance with predetermined compliance and customer service processes and procedures ensuring effective and efficient claims registration serviceDemonstrate excellent knowledge of Old Mutual Insure (OMI) product offerings, client history, and other claims related information material to the claim at hand.Actively listen and capture claims details to and advising client of any additional documents or information that may still be required if not provided upfront.Show tolerance and patience in understanding customer's emotional state and turning any negative situation into positive.Deal with all customers in a professional manner in strict accordance with OMI culture, products and quality standards.Continuous improvement to ensure effective serviceAdhere to agreed processes to deliver targeted operational results.Continuously strive to enhance and improve the Human Resources processes.Represent and market this process internally to peers and clients.Identify and report on Human Resource process issuesService delivery to ensure customer satisfactionProvide customer services in line with quality and performance standardsBuild positive customer relations and solve or escalate customer queries and complaintsGather feedback on any customer satisfaction or dissatisfaction and report to the relevant team leader or OMI managerProactively suggest improvements in customer service and relations where applicable.Contribute to a service culture which builds rewarding relationships, propose innovations and support peers in providing exceptional client service.Manage quality people practicesAlign own behaviour with the organisation culture and values.Share and transfer product, process and systems knowledge to colleagues.Collaborate and work with the assigned team to deliver required service levels.Actively participate in the assigned team to ensure functional balanced scorecard objectives are achieved.Ensure achievement of own performance objectives.Actively share information with other team members regarding successes, issues, trends and ideas.Actively participate in own professional development and career path.Experience, knowledge & skills requiredB degree Commerce or Law.2 years or more experience in Financial ServiceShort -Term Insurance experience will serve as an advantage.Competency DescriptorsStrategic: Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change. Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunitiesCustomer: Putting the customer at the heart of business decisions and driving to improve value for customers.Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.SkillsEducationClosing Date03 April 2024
