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Job Title: Call Center Claims Broker
Company: Sanlam Group
Location: Bellville, Western Cape, ZA
Date Posted: 19 December 2024
Company Overview
Sanlam Fintech, a division of the Sanlam Group, aims to democratize financial advice and solutions for the African continent. With a focus on innovation, agility, and inclusive financial confidence, the team fosters a dynamic work environment where knowledge workers can develop ideas and bring innovations to market.
Position Overview
The Call Center Claims Broker will manage all aspects of insurance claims for customers, acting as a liaison with insurers to ensure smooth and efficient processing. The role includes addressing customer queries, ensuring high-quality service, and fostering constructive client relationships.
Key Responsibilities
- Deliver service excellence to build and maintain customer trust and relationships.
- Resolve inbound customer queries and provide accurate product and service information.
- Manage insurance claims processes in line with service level agreements.
- Ensure compliance with statutory, policy, and governance requirements.
- Propose and implement process improvements to enhance customer service and satisfaction.
- Maintain stakeholder relationships and identify risks that may increase operational costs.
- Promote product upselling opportunities and achieve customer coverage targets.
- Address customer losses by engaging with insurers and stakeholders to manage portfolios effectively.
- Produce high-quality, compliant work within defined standards and deadlines.
- Accurately complete administrative tasks and provide timely reports on performance.
Qualifications and Experience
- Minimum:
- Grade 12 certificate.
- 2+ years of experience in a related role.
- FAIS qualification (mandatory).
Skills and Knowledge
- Strong understanding of insurance claims processes and governance.
- Ability to identify risks and suggest cost-saving improvements.
- Exceptional customer service and stakeholder management skills.
- Proficiency in driving product sales and upselling initiatives.
- Effective communication and interpersonal skills.
- Operational support and compliance knowledge.
- Attention to detail and ability to manage multiple tasks efficiently.
Personal Attributes
- Business Insight: Able to work independently and contribute to business success.
- Manages Complexity: Capable of solving problems and managing intricate situations.
- Planning and Alignment: Demonstrates effective organizational skills.
- Interpersonal Savvy: Builds and maintains positive relationships with stakeholders.
Why Join Sanlam Fintech?
This role offers an opportunity to be part of a forward-thinking, innovative team driving financial inclusion across Africa. Sanlam Fintech supports professional development and fosters a collaborative culture where employees can thrive and achieve their career goals.
This position is ideal for individuals passionate about customer service, with a knack for problem-solving and compliance, looking to grow in a dynamic environment.
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