Job Description

Please note that this role is advertised as a Talent pool project, there is no current vacancy/position to fill. However, all applications will be considered when there is a vacancy within the period of six months & suitable candidates will be contacted. Please do apply should an actual role be advertised, especially after six months from now (Feb 2020).

Purpose:

Reporting to the Customer Experience Manager, The Customer Service Consultant will be responsible for improving customer experience by addressing customer pain points and contributing to high levels of customer satisfaction and loyalty.

Qualification and Experience required:

• Matric certificate/grade 12 qualification
• NQF Level 6: Diploma in Insurance or a related field
• Short-term insurance / Medical Insurance or Long-term Insurance
• 2-3 years’ experience in insurance claims environment

Key Areas of Responsibility:

• Conduct a root cause analysis of customer pain points/service failures by analysing trends and identifying areas of improvements.
• Follow up on customer complaints by engaging with the relevant stakeholders/departments to identify if compliant has been resolved/or not and/or to understand the issue/compliant being lodged
• Ensure notification of claim and reference numbers are provided to claimants
• Explain product features and benefit calculations to claimants as and when required
• Provide feedback on claims progress to claimant
• Ensure customers always receive professional communication regardless of the channel used
• Identify areas of improvement on the system to ensure timeous communication with customers
• Conduct customer satisfaction surveys, capture information received from surveys and share relevant feedback with sales for action
• Assist in projects aimed at transforming customer experience
• Ensure customer contact details are updated on the system
• Identify up-selling and cross-selling opportunities through ongoing engagements with customers by explaining product benefits to potential customers
• Follow up on leads and referrals as received from customer engagement
• Ensure adherence to TCF principles and report any transgressions
• Participate in ad hoc assignments as per role requirements

Knowledge, skills and competency required:

• Knowledge of business policies, processes and procedures, legal compliance
• Knowledge of insurance value chain
• Knowledge of industry regulations, e.g. POPI, COIDA, TCF, etc.
• Sound knowledge of COID and Life Insurance Products
• Experience in managing customer relationships
• Experience in handling customer complaints
• Experience administering customer satisfaction surveys
• Good understanding of the customer experience value chain
• Computer Literate: Particularly experience using excel spreadsheets
• Data interpretation and report writing
• Good understanding of the customer experience value chain
• Computer Literate: Particularly experience using excel spreadsheets
• Data interpretation and report writing
• Customer service attitude
• Strong selling abilities
• Multilingual
• Interpersonal awareness / empathy
• Service Orientation / Customer Responsiveness
• Data analysis and reporting
• Listening to understand
• Verbal and written communication
• Building relationships
• Sales and Marketing
• Complex problem-solving
• Persuading and Influencing