Customer Service Consultant

• 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

• 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

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