Job Description

The FoneYam Claim Administrator function is to assist and fulfil a support role to all internal departments within the Tenacity Business unit where they have identified clients that are deceased, retrenched or disabled as well as process claims on lost/stolen devices This role will process individual Hardship Benefits Claims; retrenchment, death, disability and lost/stolen devices from cradle to grave on Einstein and the necessary administration ITO communication to the relevant parties involved.

Daily activities

To action administrative duties related to hardship benefits administration Ensure accurate and timeous reporting on weekly activity and performance Ensure that all client queries are resolved promptly and professionally and be able to 3rd parties and escalate matters where necessary Managing and monitoring that current policies and procedures are followed and correctly implemented Monitoring business performance against service level and flagging potential issues Improve on delivery of work methods and procedures/processes Action the correct block codes to accounts that meet the criteria for hardship benefit claims Provide authoritative expertise and advice to internal and external stakeholders - based on analysis (RCA/complaints/enquiries) Provide support and assistance to all clients and 3rd parties ITO outstanding documents required to process claims

Administration

Ensure that the necessary communication is sent via email, fax or SMS to the parties involved

Adherence

Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Ad-Hoc

Contributes to team effort by accomplishing related results as needed To action any other instruction by the Manager Assisting in the FoneYam Support Portfolio from time to time as required

Qualification

Grade 12 or NQF Level 4

Experience

3 years' Experience working in a claims process environment within a contact centre Knowledge of claims processing (technical aspect) and substantial administrative experience

Functional Knowledge and Skills

Business Writing Telephone Etiquette Effective Communication Skill Demonstrate sound knowledge of all operational procedures and protocols Ability to manage own time effectively to assure achievement of results, appropriate thinking, time, and availability Knowledge of all regulations and compliance requirements that impact the business * Ability to stay abreast of industry changes