Client Contact Centre Service Administrator - Cape Town, South Africa - JenRecruitment

JenRecruitment

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

A vacancy exists for an Inbound Client Services Call Centre and Correspondence Administrator in our Client Services Department.

The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service.

They also respond to claim related queries and correspondence received.

Job description & duties:

To be logged onto the Client Services inbound telephone queue and web touchpoint
Resolve a minimum of 30 telephone calls per day
To 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
To strive to have zero lost calls per day
To log all telephone calls received on the policy/claim records
To verify and update if necessary all personal contact information for clients including the Medical Aid details
To 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
To achieve a minimum QA (quality standard) of 90%
Interacting with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim.
Liaising with the Manager regarding the claim decision pertaining to a client query when necessary
Dealing with client queries professionally, adequately and timeously
Arranging for priority claim investigations and escalations
Other basic policy administration related functions
Answering the telephone within 2 rings and resolving the client/broker query/request in a professional and timeous manner
To always try and retain clients when they call in to cancel their policy

-
Medical Aid understanding and servicing experience preferably within the Medical Aid Industry:

Good time management
Proactive and creative in resolving queries
Good use of initiative
Ability to understand the bigger client or claim picture and the impact your interaction with the client can have on the business
Planning and organising
Works well in a team and independently
Ability to cope with pressure and setbacks
Ability to work independently

Skills

Good written and verbal communication skills
Good negotiation skills and effective in dealing with customers and meeting their expectations
Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills
Individual life policy administration knowledge and experience

Attitude