Customer Service Consultant at Auto & General

Job Purpose
Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Customer Management (External and Internal))
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Data Collection & Analysis
Ask questions, gathers relevant information to assist to resolve customer request.

Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Up-sell Customer Propositions
Identify the products or services that best meet the customer’s stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external)

Work Scheduling and Operational Compliance
Organise own work schedule each day in line with changing priorities. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Document Management
Create, organise and maintain files containing the correspondence relating to policies and matters.

General Education
Matric / Grade 12/ SAQA Accredited Equivalent (essential)
Regulatory exam 5 and FAIS (essential)
Class of Business

General Experience
I year call centre experience in the Short term insurance industry (essential) or 3 years call centre experience in Financial services industry