Job Description

OPPORTUNITY

Santam's Claims department has a position available for a Claims Relationship Consultant who will be based in Auckland Park. The Claims Relationship Consultant is responsible for providing technical support and coaching to Brokers on Call (Santam intermediaries) in order to effectively transact with Santam's claims services channels. The incumbent will need to have a detailed understanding of all current and new processes and initiatives in order to guide and influence brokers positively and as well provide consistent and excellent service to brokers.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Effectively solve escalations/complaints and the management of expectations whilst utilising available contact centre resources.
• Identifies, investigates and resolves any issues relating to general claims initiatives.
• Identifies and advises the intermediary of the prescribed or most appropriate mechanism for resolving claims enquiries.
• Communicates any new processes or changes to the intermediary.
• Offer administration and business support in facilitating the completion of requests within published service level agreements.
• Identifies and makes recommendations for improvements to the efficiency of the claims management process within given claims area for motor and non-motor.
• Identifying and reporting trends and solutions pertaining to processes, operational or technical challenges that impact customer service in an effort to improve service delivery.
• General relationship building - internal and external stakeholders (through various interactions including broker or stakeholder visits, workshops, presentations to staff, training etc.)

QUALIFICATIONS AND EXPERIENCE

• Matric/grade 12 certificate
• Knowledge and understanding of the short - term insurance industry
• Knowledge and understand of the claims handling process chain
• Knowledge and understanding of Santam's operational systems, processes and procedures
• Computer Literate (MS Office Package)
• Minimum of 3 years in short-term insurance with focus on commercial and personal lines

SKILLS AND COMPTENCIES

• Detail orientation skills
• Negotiation and persuasion skills
• Strong analytical abilities
• Excellent conflict handling skills
• Excellent customer service skills
• Good communication skills (verbal and written)
• Computer proficient skills (MS Office packages)

WHO WE ARE

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We're about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

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