Customer Service X18

Job Ref #: C02606663
Industry: Call Centre
Job Type: Permanent
Positions Available: 18

TIH is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry.

Job Description

JOB PURPOSE:

Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

RESPONSIBILITIES:

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.

Up-sell Customer Propositions

• Identify the products or services that best meet the customer’s stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

Operational Compliance

• Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Administration

• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Operational Compliance

• Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

TECHNICAL COMPETENCIES:

Verbal and Written Communication

• Use clear and effective verbal and written communication skills provides technical guidance when required to express ideas, request actions and formulate plans or policies.

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provides technical guidance when required.
• Interpret financial data.; Basic knowledge of accounting principles.

Up-selling Opportunities

• Provide technical guidance to maximize up-sell opportunities with customers.

Data Collection and Analysis

• Analyze information and data to help guide decision making.

Understands Customer Needs

• Articulate the customer needs in the customer’s business language and business context.

Attention to Details

• Apply concepts of knowledge / skill and be attentive to details.

Presentation skills

• Communicate with other people by speaking in a clear, concise and compelling manner.

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages. Basic computer skills required.; Microsoft Outlook (Basic).

Policy and procedures

• Monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• General STI industry policies and procedures.

Planning and Organizing

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements

Job Requirements

.EDUCATION:

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

EXPERIENCE:

General Experience

• 2 or more years call centre – customer service experience
• Digital experience in call centre environment advantageous
• 1 year call centre experience in financial services industry

ADDITIONAL INFORMATION

SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

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