We are recruiting for Call Centre Agents for Contract roles:
- Responsible for intimating Inbound calls correctly and accurately.
- Responsible for managing all telephonic queries in a professional and efficient manner.
- Responsible for contacting appropriate parties for outstanding documentation to process claims.
- Responsible for managing overflow inbound telephonic calls received in a professional and efficient manner.
- Responsible for confirming the status of the policy on CADi (i.e. the policy is active and premiums up to date).
- Responsible to check whether the policy holder has any other policies administered and if so, advise the relevant department of a claim received.
- Pro-actively escalate all urgent issues and/or queries to the Claims Manager.
- Responsible for Ad hoc administrative tasks relating to Claims/Policy.
- Most important competencies required for the Role
Knowledge, Skills and Behaviours:
- Excellent telephonic communication skills
- Excellent Administration skills.
- Good understanding of the “claims processing” process.
- Knowledge relating to the specialist/technical nature of the claim.
- Good communication skills, both written and verbal.
- Good understanding of CADi.
- MS Office Skills.
- High levels of attention to detail to ensure accuracy and completeness.
- Ability to apply judgement and tact when providing explanations.
- Ability to manage policy holder expectations.
- Ability to work independently and demonstrate initiative.
- Team orientation. Committed to team goals, targets and objectives.
- Good organisational and time management skills. Able to plan and prioritise in order to meet deadlines.
- Results focused.
- Quality Orientation.
- Customer service orientation.
- Empathetic, patient and tolerant.
- Diplomatic and mindful of impact.
- Cross cultural awareness.
- Assertive and confident.
Education / Experience
- At least 3 years’ previous, relevant work experience in administration or insurance administration is required.
- FAIS qualification would be an advantage.
- Previous experience working in a Inbound Call Centre environment would be especially valuable.