Claims Administrator

Western Cape
Permanent
Full-time

28 days ago

MVIA is searching for a dynamic Claims Administrator Agent to join our Operations Team! Bring your passion for helping others as you tackle calls and emails with confidence, deliver lightning-fast solutions, and create exceptional experiences for every customer. If you’re ready to make a real impact and thrive in a fast-paced, rewarding environment, we want YOU on our team!Role Responsibilities:All functions and duties related to the position include, but are not limited to the following:

Answer calls and respond to customer emails
Resolve queries and provide product/service information
Achieve first-call resolution and meet key performance metrics
Document interactions as per company procedures
Report trends and assist with call logs and reports
Strive to meet call centre metrics
Participate in training and follow company policies
Stay updated on products/services and follow company policies
Work with the team to improve processes

Grade 12 essential
Completed RE5 (beneficial)
NQF Level 5 Short-Term Insurance Certificate (beneficial)
Proficient in relevant computer applications
1-3 years of experience in a call centre environment
Ability to handle stressful situations effectively
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills

Knowledge and skills:

Product/Service Knowledge: Understand and explain company products/services clearly
Customer Service Standards: Apply best practices and company policies for handling issues
Call Center Metrics: Familiar with KPIs like average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and others
Technology Tools: Proficient in CRM systems and call center software. Understanding of how to document and track customer interactions

Core and behavioural competencies:

Communication: Clear, polite, and concise verbal and written communication
Problem-Solving: Quick and effective issue resolution
Active Listening: Empathetic and attentive to customer needs
Time Management: Efficiently manage calls/emails while meeting target
Communication Skills: Clear, professional verbal and written communication; active listening
Customer Focus: Empathy, problem-solving, and a service-oriented approach
Adaptability: Resilience in high-pressure situations and openness to change
Technical Proficiency: Familiarity with customer relationship management (CRM) tools and call center platforms for logging customer interactions and managing queries
Attention to Detail: Accurate documentation and quality control
Time Management: Efficient task prioritisation and multitasking
Team Collaboration: Effective teamwork and supporting colleagues
Conflict Resolution: Patience, de-escalation skills, and addressing customer concerns
Reliability: Consistent performance and taking ownership of customer interactions

Core competencies:

Emotional Intelligence - Strong self-awareness, empathy, and ability to manage emotions in high-pressure situations
Customer Focus - Proactive service mindset with a positive attitude, delivering personalized solutions
Communication Skills - Active listening and clear communication, both verbal and written
Problem-Solving - Analytical thinking with creative solutions and resilience when facing challenges
Adaptability - Open to changes, quick learner, and adaptable to evolving customer needs
Accountability - Responsible for tasks, transparent with customers, and consistently dependable
Stress Management - Ability to stay calm and maintain service quality under pressure
Teamwork - Cooperative, flexible, and open to constructive feedback for continuous improvement
Motivation & Initiative - Self-driven to meet goals, proactive in anticipating customer needs
Conflict Management - Skilled in de-escalating tension, balancing company policies with customer satisfaction

MVIA

Apply Now