Client Contact Centre Service Administrator

• 2 years proven client service/call centre experience
• Medical Aid understanding and servicing experience
• Individual life policy administration knowledge and experience
• Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills
• Good written and verbal communication skills
• Good negotiation skills
• Able to work with detail and with a high level of accuracy
• Works well in a team and independently
• Ability to cope with pressure and setbacks
• Proactive
• Able to work under pressure
• Target Driven
• Self-motivated

• Logged onto the Client Services inbound telephone queue and web touchpoint
• Resolve a minimum of 30 telephone calls per day
• Respond to and resolve about 15 general/claim related correspondence queries per day within a 24 hour turnaround time
• Maintain and update your daily workflow queue for management reporting
• Log all telephone calls received on the policy/claim records
• Verify and update if necessary all personal contact information for clients including the Medical Aid details
• Ensure relevant processes is adhered to and the policy option and commencement date is checked before providing information and advice and to ensure the applicable potential claim disclosure is communicated to the client when necessary
• Achieve a minimum QA (quality standard) of 90%
• Interact with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim
• Liaise with the Manager regarding the claim decision pertaining to a client query when necessary
• Deal with client queries
• Arrange for priority claim investigations and escalations
• Apply the TCF principals in every aspect of your job functions
• Answer the telephone and resolve the client/broker query/request
• Retain clients when they call in to cancel their policy

• 08:00 – 17:00: Monday - Friday

Status Staffing